Menu
Ashley HomeStore
Ashley HomeStore Customer Service Phone, Email, Contacts

Ashley HomeStore
reviews & complaints

www.ashleyfurniture.com
www.ashleyfurniture.com

Learn how the rating is calculated

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.
Verified
The authenticity of the customer service contact information for Ashley HomeStore has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of Ashley HomeStore. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Ashley HomeStore reviews & complaints 799

Filter reviews by rating
5
1 review
4
0 review
3
0 review
2
0 review
1
13 reviews
Sort by:

Newest Ashley HomeStore reviews & complaints

ComplaintsBoard
O
Verified customer This review was posted by a verified customer. Learn more

Ashley HomeStore Terrible Experience with Ashley Homestore: Poor Product Quality and Customer Service

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.

Read full review of Ashley HomeStore
Hide full review
ComplaintsBoard
J
Verified customer This review was posted by a verified customer. Learn more

Ashley HomeStore Terrible Customer Service Experience with Ashley Homestore: A Review

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.

Read full review of Ashley HomeStore
Hide full review
ComplaintsBoard
M
Verified customer This review was posted by a verified customer. Learn more

Ashley HomeStore Poor Experience with Ashley Furniture Home Store: Delivery, Customer Care, and Forgery of Signature

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.

Read full review of Ashley HomeStore
Hide full review
ComplaintsBoard
B
Verified customer This review was posted by a verified customer. Learn more

Ashley HomeStore Ashley Homestore Review: A Complete Disaster - Damaged Furniture, Rude Customer Service, and Broken Promises

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.

Read full review of Ashley HomeStore
Hide full review
ComplaintsBoard
C
Verified customer This review was posted by a verified customer. Learn more

Ashley HomeStore Ashley Homestore Review: Late Delivery, Poor Customer Service, and No Assembly Upon Arrival

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!

Read full review of Ashley HomeStore
Hide full review
ComplaintsBoard
M
Verified customer This review was posted by a verified customer. Learn more

Ashley HomeStore Terrible Experience with Ashley Furniture/Home Store: Lack of Communication and Confusion

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.

Read full review of Ashley HomeStore
Hide full review
ComplaintsBoard
P
Verified customer This complaint was posted by a verified customer. Learn more

Ashley HomeStore Ashley Homestore's Windville Upholstered Bed: Poor Quality and Dismissive Customer Service

I just wanted to share my experience with Ashley Homestore, specifically with their Windville Upholstered bed. Unfortunately, one of the side rails on my bed failed and collapsed, which prompted me to seek help from Ashley's customer service. However, the response I received was less than satisfactory. The customer service representative from Texas told me that they see this issue often with these fabric units, which left me feeling frustrated and disappointed.

I tried emailing, calling, chatting, and even sending registered letters to corporate in WI, but all my efforts were met with the same uncaring and dismissive response. It seems that customers must purchase an expensive warranty to protect themselves from Ashley's poor construction, cheap and flimsy materials, and rude and abrasive customer service people.

In the end, I had to hire a handyman to help me repair the side rail, which was shocking to say the least. The side rail was made of lauan, which is basically one step above cardboard, and a very thin wood across the top. To make matters worse, it was held together by staples! My handyman even commented that my bed was basically a prop, not meant to hold weight or be used, and certainly not capable of supporting a mattress.

I was furious with Ashley Homestore's lack of quality and care for their customers. They tout their engineering and design on their website, but this is what we get? It's not okay! I ended up spending around $300 to fix the bed, which included hiring a handyman for 4 hours at $48 an hour, plus supplies from Lowe's and Hobby Lobby to put the new side rail on. Now, my bed has lost the clean look I wanted when I purchased an upholstered bed as the legs from the metal bed frame show.

I urge my friends and neighbors to consider other retailers when making furniture purchases. Ashley Homestore manufactures garbage, and they know they have issues with their bed but still refuse to assist their customers. I want a full refund, and I want someone to come take this piece of junk bed out of my home. Enough is enough!

If you don't believe me, take a look at the Ashley Furniture Complaint page on Facebook. There are literally thousands of members, mostly consumers like myself, who have had a horrible experience with this uncaring and awful furniture company.

Read full review of Ashley HomeStore
Hide full review
ComplaintsBoard
J
Verified customer This complaint was posted by a verified customer. Learn more

Ashley HomeStore Frustrating Experience with Ashley Homestore: Poor Customer Service and Communication

I recently had an experience with Ashley Homestore that left me feeling frustrated and disappointed. I went shopping on a Saturday in April and purchased a power reclining leather sofa. The salesperson told me that someone would be calling me to schedule delivery. However, the next day, I received a call from a delivery person who said he was on his way and would be there in 15 minutes. I had not heard from anyone since leaving the store the day before, so I was lucky to be home when the delivery arrived. But what if I wasn't? No one had called to schedule a delivery time.

After the sofa was delivered, I noticed that one of the arms was not as stuffed as the other side and didn't match. It was like there was no padding, and all you could feel was the wood frame inside. You could see from the front to the back where there was no filling. I called customer service the next day to get it replaced. However, the process was frustrating. I had to take 5 to 7 photos and email them to customer service to explain the situation. I didn't hear back from them, so I had to initiate a call. I was told that someone would be calling me back, but no one did. I had to call them again and again, getting more and more upset that no one was returning my calls.

Finally, someone called me back and said that they had to send someone to "inspect it." I had only had the sofa in my house for less than an hour and had already noticed the defect. I sent them photos, but now I had to wait for someone to come and "inspect it." Again, I got no calls back. Days later, I called them again, and the girl told me that they were going to repair it for me. I was not happy with this solution, as I had not had the sofa for a year, and it was still under warranty. I wanted a new one, not a repair. I told them to come and get it, and I would have my manager call them back. Again, days later, I had to call them again. By this time, I was calling the store manager, not even dealing with customer service because I was so angry.

Finally, I got them to swap it out for a new one. It was supposed to be delivered on a Saturday, but once again, I got no calls to give me a time frame. I was told on Wednesday over the phone that it would be Saturday, but they tried to schedule for Friday, and I said no because I couldn't be home. I work all week during the day, so it had to be Saturday. I was told that someone would call me to give me a time frame, but once again, no one called. I had to call customer service twice that day to get any information. It was frustrating and disappointing.

Overall, my experience with Ashley Homestore was not a good one. I would have preferred to get my money back at this point, but I'm sure that would be a fight too. I hope that they can improve their customer service and communication in the future.

Read full review of Ashley HomeStore
Hide full review
ComplaintsBoard
A
Verified customer This complaint was posted by a verified customer. Learn more

Ashley HomeStore Disappointing Experience with Ashley Furniture: Poor Communication and Multiple Delivery Delays

I gotta say, I'm pretty bummed out about my experience with Ashley Furniture. I wouldn't recommend buying furniture from them, to be honest. I ordered a whole set - a couch, love seat, coffee table, and end table - back in November, with a delivery date of January 23rd, 2022. But when I called to check on the status of my delivery, I found out that they had changed the date without telling me. Not just once, but multiple times. Now, my expected delivery date is March 6th. I get that shipping delays happen, but this is just ridiculous.

What really gets me is that I had to schedule my delivery date around my work schedule, and Ashley's just went ahead and changed it without even letting me know. They don't seem to understand that people have jobs and can't just be available whenever they feel like delivering furniture. And they don't communicate with their customers at all. It's just not acceptable.

I've talked to the Stockton CA store multiple times about my delivery, and apparently the coffee table and end tables are sitting in a warehouse less than 30 miles away. But they didn't deliver them because I didn't specifically request it. So I scheduled another delivery for January 23rd, but no one showed up. I couldn't even get through to the store by phone, so I had to go in person to find out what was going on. And they told me I wasn't even on the schedule for delivery. So I rescheduled for January 26th, just for the coffee table set.

As for the salespeople, managers, and customer service agents, they all need some serious training in customer service and communication. They seem to forget that without customers, they wouldn't even have jobs. With this kind of treatment, it's just not worth the hassle. I'd recommend buying furniture elsewhere. Ashley Furniture should really compensate their customers for all the inconvenience and frustration they've caused. I know I won't be buying from them again.

Read full review of Ashley HomeStore
Hide full review
ComplaintsBoard
N
Verified customer This complaint was posted by a verified customer. Learn more

Ashley HomeStore Unacceptable Service and Quality: My Nightmare Experience with Ashley Homestore

I bought a coffee table from Ashley Homestore in Coquitlam in July 2022. They said it would take until September to arrive, but when it did, the tabletop was warped. I called customer service and they said they would order me a new tabletop, but it took two months to arrive and when my husband went to pick it up, it was the wrong color. They said they would reorder the whole thing and deliver it to my house, but when I called in January, they said there was a new customer service department and they had no record of me waiting for another tabletop. It had been seven months since I made the purchase and I was frustrated, so I asked for a refund, but they refused and said they would reorder it for me, which could take another 1-2 months. The supervisor at customer service was very rude and refused to put a manager on the phone, but when I finally spoke to the manager, they said I only had three options and none of them were to refund me for the coffee table. I felt trapped in this nightmare of a purchase and was punished for their own mistakes. I will never purchase from Ashley Homestore again and will continue to blast them on social media until my situation is resolved. They now have until Feb 3rd to get me my coffee table, but I am in tears and don't even want it anymore. This is unacceptable service and quality and something needs to be done about it. I expect a reply and follow up to my complaint.

Read full review of Ashley HomeStore
Hide full review
ComplaintsBoard
J
Verified customer This complaint was posted by a verified customer. Learn more

Ashley HomeStore Ashley Homestore: Terrible Delivery Experience and Unhelpful Customer Service

I had a terrible experience with Ashley Homestore and I will never purchase anything from them again. I ordered two items from their website, a 5 piece dinette set and a power reclining loveseat with console. The dinette set was delivered to my doorstep and I was able to assemble it without any issues. However, the delivery of the loveseat was a nightmare.

When I ordered the loveseat, I was not given an option for delivery. The website stated that the power base assembly would be delivered with "No Hassle" delivery, but doorstep delivery was not an option. I contacted customer service to inform them that I needed the loveseat delivered inside my home due to my disability. They assured me that it was noted in my order.

On the day of delivery, only one driver arrived and he could not back up his truck all the way to my driveway. He intended to drop the entire delivery in my driveway, but I insisted that the loveseat be delivered inside my home. He disagreed and said he was only supposed to deliver to the doorstep. I called customer service and they confirmed that the loveseat was supposed to be delivered inside my home. They rescheduled the delivery and assured me that the loveseat would be placed wherever I wanted it to be.

However, when I received a text message regarding the delivery, it stated that the loveseat would be delivered to my doorstep. I called customer service again and they confirmed that the loveseat was supposed to be delivered inside my home, but they also informed me that it would be considered premium delivery and I would have to pay extra for it. I was shocked and frustrated that they did not inform me of this earlier.

I tried to reach out to my local store to see if they could help with the delivery, but the person who answered the phone was extremely rude. I decided to cancel the entire order, which cost me $1800.00.

Overall, my experience with Ashley Homestore was the worst furniture shopping experience I have ever had. Their customer service was unhelpful and they did not deliver what they promised. I would not recommend this store to anyone.

Read full review of Ashley HomeStore
Hide full review
ComplaintsBoard
Z
Verified customer This complaint was posted by a verified customer. Learn more

Ashley HomeStore Terrible Customer Service: My Experience with Ashley Homestore

Ashley Homestore, also known as ashleyfurniture.com, is a furniture store that I would not recommend to anyone. My experience with them was terrible, and I will never shop there again.

When I received my table and chairs, I was disappointed to find that the server and chairs were drop shipped, and the server was smashed to pieces. I sent them pictures, and they agreed to send me another one, but they told me that I was responsible for disposing of the broken one. I thought they should pick it back up, but they said it wasn't their policy. As a 75-year-old guy, I didn't know how I was supposed to dispose of it.

The table and chairs also had scratches on them, and the center portion of the table didn't touch, so you could look right through it. The service guy came and said he would replace the table and two chairs, but they would only take back the table, not the chairs. The second server arrived in worse shape than the first one, and when I called them up, they said they would get back to me, but they never did.

I decided I didn't want any of it, so I canceled the replacement of the table and two chairs. Again I was told that it was MY responsibility to dispose of both of them. Now I have two 100-pound boxes in my dining room. They kept disconnecting me, and finally, I got to a supervisor, and he agreed to have FedEx pick them up and ship them back.

Now I'm still dealing with the table and chairs, and I was given a number to call to schedule picking up the table. They would not pick up the chairs because they were drop shipped, and I was first told to dispose of them. I called to have the table picked up, and they refused to pick it up, saying they don't do that anymore. I called the online store again, and they said no, they have to pick it up. I went through this again with several phone calls, and finally, I called the online store, and they agreed to let me turn the table and chairs to a Non-Profit Agency and send them a copy of the receipt.

If it wasn't done in the next three days, I would have gone over their timeframe for returning items, and I would not get reimbursed. I said I have three weeks of emails and phone conversations trying to get this done. I asked for a supervisor, but none were available. I called my neighbor, put it all in his truck, and took it to town. Done! I emailed the receipt that afternoon.

I waited two days, didn't hear anything from them, so I called. I was told that my case was closed, all the tickets on my items had been closed out. After a little discussion, I again was asked to send another copy of the receipt via email. When they got it, I was told I wasn't supposed to donate the table; it was supposed to be turned in. And I was told they don't know if I can get reimbursed for it. I told them I had an email telling me to donate the tables and chairs. They said they wanted to see it, so I forwarded the email back to them. After they got it, they said they had to take it up to the supervisor because this was not proper procedure.

After discussing this with a supervisor, he agreed to pay me for all my items finally. I got several emails from them asking how I liked my new furniture, but I waited until my refunds hit the bank before writing this.

In conclusion, I would advise anyone to stay away from Ashley Homestore. Their customer service is terrible, and they don't stand behind their products.

Read full review of Ashley HomeStore
Hide full review
ComplaintsBoard
M
Verified customer This complaint was posted by a verified customer. Learn more

Ashley HomeStore Frustrating Experience with Ashley Homestore: Defective Couch and Poor Customer Service

I recently made a purchase from Ashley Homestore on May 21, 2020 for a couch and loveseat. The sales associate, Jessica, was very pleasant during the purchase process. However, my experience with the delivery and customer service has been less than satisfactory.

The loveseat was scheduled to be delivered on July 15, 2020, but the couch was delivered on June 3, 2020. The delivery guys were pleasant, but after they left, I noticed that the couch had numerous defects. I immediately called the Miamisburg, OH store, but they were closed. I left a voicemail, but did not receive a return call on Thursday or Friday.

On Friday, I called again around 4 PM to report the defective couch. I was put on hold for 25 minutes and decided to call from my daughter's phone. I was able to get through within 5 minutes while still on hold on my phone. I was told that a service repairman would be sent to fix the couch. However, I did not receive an automated phone call until June 16th to set up a service appointment. I tried to set up a date, but the automated recording kept saying they were unable to set up at this time. I sat on hold for 25 minutes to speak to a live person, but hung up. I tried calling the store again and sat on hold for another 20+ minutes until I called from my daughter's phone again and reached someone within 15 minutes while still on hold on my other phone. I left a message.

I received another automated call the next day, but had the same issue. I sat on hold for 15 minutes before speaking to a live person. I explained the issues and a time frame was set for June 22nd, 3 days after my chemo treatment. The repairman came on June 22nd and was there for an hour. He stated that he could not fix the couch in an hour and would need to put in another work order for 5 hours or a couch replacement.

I made 5 phone calls to cooperate headquarters and left voicemails after sitting on hold for 20+ minutes with no return phone calls. I also made 3 phone calls to the Miamisburg store and left a voicemail with only 1 return call from sales associate Jessica. Although Jessica was very nice, no issues were resolved except for the information that the loveseat would be delivered on July 8th.

I made a fourth phone call and spoke to manager Eric on June 24th, but there was no resolution except that he would have supervisor Kendall call me on Friday. Kendall called me on Friday and I explained all the issues and how it should not even be a question of fixing the couch because I did not purchase a defective couch. I also mentioned that I have cancer surgery on July 20th, so I cannot have my couch being worked on right after surgery. Kendall apologized for all the issues and said I would receive a new couch and to disregard servicing the current couch. Kendall also stated that I could keep the current couch until the replacement arrives.

I received a confirmation text on Friday, July 3rd for the loveseat delivery on Wednesday, July 8th. However, I received a phone call from Ashley on Monday, July 6th, but they did not leave a voicemail. On Wednesday afternoon at approximately 12 PM, I called the Miamisburg store again and spoke to sales associate Jessica because I had not received a phone call or loveseat delivery. Jessica stated that she checked on Sunday for her deliveries for the week and I was still scheduled for Wednesday, July 8th. However, while on the phone with her, she checked the computer and found that the delivery date was changed to July 29th on Monday. I asked to speak to Kendall, but she will not be in until Friday. So, still nothing has been accomplished with my surgery a week and a half away.

Overall, my experience with Ashley Homestore has been frustrating and disappointing. The customer service has been lacking, and the defective couch has caused unnecessary stress during an already difficult time. I hope that the replacement couch will be delivered on time and without any issues.

Read full review of Ashley HomeStore
Hide full review
ComplaintsBoard
F
Verified customer This complaint was posted by a verified customer. Learn more

Ashley HomeStore Beware of DSG dba Ashley Homestore: Fraudulent Business Practices and Poor Quality Furniture

I recently had a terrible experience with Dufresne Spencer Group (DSG) dba Ashley Homestore, located at 4851 Citylake Blvd East, Fort Worth, TX ***. I feel like they are above the law and can do whatever they want. I ordered a 3 piece Matching Leather Living Room Set, which included a Power Reclining Sofa, Loveseat and Recliner, along with a 5 year GBS Extended Warranty and White Glove Delivery on January 26,2021. However, on October 7,2021, I noticed that all 3 pieces of furniture were discolored. I was told that this was real "Genuine" Leather, but upon closer inspection, I realized that they sold me Fake Leather as Real Leather. In fact, it turns out the fake leather was just painted by DSG/AHS (Ashley Furniture).

DSG dba AHS is a Franchise Owner Group, with Mark Dufresne, Chad Spencer & Todd Wanek as owners. Todd Wanek is the owner/CEO of Ashley Furniture Industries, which means that the owner/CEO of Ashley Furniture Industries is a Direct Owner in this Franchise. This reflects their deep understanding of the Quality and Deceptive Business Practices.

I filed an initial claim with GBS Warranty Services, but they declined my claim because they do not cover poor quality and only deal with Accidental Damage. Thus I turned around to file a Claim with Ashley Furniture Directly. October 11,2021, I filed a claim under the one-year Manufacturer's Warranty. Ashley Furniture had agreed to cover the damage. I asked for a Replacement, but Ashley Furniture said, "No." Since Oct 2021, until Jan 2022, I made 23 phone calls to Ashley Furniture, but they refused to respond or call me back. After asking for a Full Refund, they sent a Technician out to my home on Jan 10,2022. He wanted to replace a portion of the furniture only with the wrong Color Leather Type Material, the Incorrect Texture and Type of Leather. I refused such repair, because my set would not be matching, and instead it would have looked like a "Car that was pieced together from a junk yard." Furniture that doesn't match, anymore.

Under the Federal Lemon Law, "Magnusom-Moss Warranty Act," and Ashley Furniture unable to replace/repair the furniture, after their Manufacturer's Defect, I am requesting a Full Refund. I would have never ordered furniture, if I knew in advance that Ashley Furniture cannot honor our Sales Agreement and their Manufacturer's Warranty. They made me pay in advance, but I have to trust that they will honor their end of our Sales Agreement. They don't want to honor their Warranty! This is also evident when you research the outrageous number of complaints filed against DSG. The BBB shows 1 Star of 5, Total of 4,106 Complaints in 3 years (4 per day) and 2,078 Complaints in the last 12 months (6 per day). Outrageous! This does not reflect other complaints like the FTC, FCC, Attorney General, District Attorney and other Consumer Protection Agencies and Social Media sites like Reddit, YELP, TrustPilot, etc.

I've done nothing wrong and in fact followed all laws and agreement, until DSG and Ashley Furniture Failed Me and Breached our Sales Agreement and their Manufacturer's Warranty. They are violating my consumer/legal rights and violated State and Federal Antitrust Laws.

I am seeking your help to protect my consumer and legal rights and stop a Bully who feels they are above the law and they can do whatever they feel. I need your help to get my money back and hold DSG dba Ashley HomeStore and Ashley Furniture accountable for their Fraudulent Behavior. I hope that others will be warned about their deceptive practices and avoid doing business with them.

Read full review of Ashley HomeStore
Hide full review
ComplaintsBoard
S
Verified customer This complaint was posted by a verified customer. Learn more

Ashley HomeStore Disappointing Experience with Ashley Homestore: Long Delays and Poor Customer Service

I recently had an experience with Ashley Homestore that left me feeling extremely disappointed. I ordered a brand new couch from their website and when it arrived, it was packaged in cardboard and plastic. I decided to unwrap it myself instead of paying the $75-$100 fee that Ashley charges to do it for you. However, when I unwrapped the couch, I noticed a small quarter-sized hole on one of the cushions.

I immediately called Ashley's guest services and sent in all the required information, including pictures of the damage. They sent out a repair technician to my house, but he informed me that he couldn't repair the hole to look "brand new" and suggested that I get the couch replaced. I agreed, and after several months of delays and miscommunications, Ashley finally set up an appointment to have the damaged couch replaced.

However, when the technician arrived with the new sectional, he informed me that Ashley had ordered the wrong one and would have to get the right one. Another three months went by with more delays and countless phone calls, and at one point, Ashley offered me 30% cash back if I would take the couch "as is." I refused, as I felt that Ashley should send out a technician to fix the hole in the couch, in addition to the cash back.

Finally, after six months since the original purchase date, the technician arrived to replace the sectional. However, instead of replacing the entire couch, he did a "patch job" and fixed the hole in just a few minutes. While the couch looked okay, it was not what was originally negotiated, and I did not purchase a damaged couch to begin with.

When I spoke to Ashley's guest services and managers about the situation, they informed me that the patch job was sufficient and that I would not be receiving the 30% cash back. They also claimed that Ashley is a "repair first, replace second company" and that they had no record of a sectional being completely replaced, even though they had brought parts to do so twice.

Overall, my experience with Ashley Homestore was extremely frustrating and disappointing. If you're considering purchasing from them, I would recommend buying something in the showroom that you can clearly see is not damaged. And if your product does come damaged, be prepared for a long and difficult process to get it replaced or repaired. I will not be doing business with Ashley Homestore again.

Read full review of Ashley HomeStore
Hide full review
ComplaintsBoard
J
Verified customer This complaint was posted by a verified customer. Learn more

Ashley HomeStore Disappointing Experience with Ashley Homestore: B-Stock Furniture and Refusal to Replace Damaged Items

I recently had an experience with Ashley Homestore that left me feeling frustrated and disappointed. I purchased furniture from their Oxnard, CA location on November 1, 2020, and was surprised to receive a call in December that my furniture was ready for delivery. I opted for the Premium Delivery option, which includes delivery, setup, and placement of the furniture in my home. However, when the delivery crew arrived on January 18, 2021, they simply unloaded the furniture and left without setting it up or checking for defects.

Upon inspection, I found that the furniture had numerous defects, including a chipped end table, a poorly finished coffee table with white streaks, and chairs with crooked legs and white paint slopped on the bottom. I immediately went to the store to complain and cancel the last end table that wasn't delivered. While they removed the end table from my bill, they refused to acknowledge a replacement for the damaged furniture.

I was shocked that they would take advantage of a senior citizen like myself by delivering B-stock furniture and refusing to replace or refund the damaged items. I paid for new furniture, not repaired or refinished items. Todd Wanek, the CEO of Ashley Furniture Industries, owns the store location and many others under various alias business names, which raises concerns about fraudulent business practices.

I am requesting a full refund and for Ashley Homestore to schedule a pick up of the furniture as soon as possible. They should not charge me any cancellation or restocking fees, as they breached our sales contract and fraudulently took advantage of me. I will give them 10 days to provide a full refund, as allowed by law. As of this date, they still refuse to cooperate and insist on repairing the damaged furniture in my home, which is unacceptable.

Overall, my experience with Ashley Homestore was disappointing and frustrating. I hope that they will take responsibility for their actions and provide a satisfactory resolution to this situation.

Read full review of Ashley HomeStore
Hide full review
ComplaintsBoard
Q
1:08 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Ashley HomeStore Raf sofa sleeper, laf corner chaise, with/ matching ottoman

Warning this company has the most horrific customer reviews with consumers affair and bbb! I did not know until I decided to look them up and once, I realized they sold me a defective product. This product has many manufacturer defects. Run! If I could give them no stars, they would get zero! Do not buy from ashley home furniture! On june 14, 2023, I went in to see why they keep lying about calling me to set up a technician to come out to check the manufacturing of defective furniture they sold me. I was shocked to witness the rude and dismissive manager ken say to me, "I am not going to anser anymore of your questions and I refuse to talk to you"! I asked him why he cannot answer my questions and why did he waste my time and have me looking at new couches the other day. He was very dismissive and said, "I didn't make you any promises, I never said I was going to refund you or replace your couch". I said, wow, you are changing your words and that is deceiving lies I do not trust you or your company and I do not want "anything from your store you people are crooks and criminals"! I asked ken for his regional manager's number, and he yelled at me "I do not have it and I can not give to you, he said he does not want me to give it to you/ plus he is on vacation right now! I said, how convenient! What is his name? He yelled out,"mitch" is his name and that is it! This man is a white color criminal and they train their workers to be professional con-artist who trick their customers and beat them out of their hard-earned money! These people are unethical, unprofessional, liars and professional con-artist and think they can treat you like a second-class citizen. On june 11, 2023, ken (store manager at colma, ca) had his sale representative show me different couches which led me to believe they were going to be ready to swap out my old one once the technician come to my home and realize he will not be able to make the repair. He tricked me into believing this! This is a scam furniture company. When you go to the warehouse, they display the best quality of the furniture. But that is not what comes to your home. They must be ordering the furniture from china. The quality is cheap and not duriable and in less than 3.5 months of the purchase of my pull-out bed sectional, with chaise and ottoman it looks as if I had it for 5 years. I have been trying to schedule an appointment with their tech. To come to my home all week and have had to reschedule 3 x's in 1.5 weeks., because no one understands or comprehends english and they keep scheduling conflicting appt. Times I am not avalb. Today is 06/08/2023 and I was been on hold for 50 minutes, I decided to finally hang up and call back with the hope that I get a person from the colma, ca! I purchased a $2799.19 raf sofa sleeper, laf corner chaise, w/ matching ottoman with a set of lamps. It took almost 2 months to receive the purchase. I noticed it was defective after using it within the first 2 weeks. I became ill, plus I am disabled and was also a full m.A. Student @ sfsu preparing for graduation on may 26, 2023, and working on my master's thesis, I did not have the energy or time to address this issue. After only 3 months, the cushions on my sofa sectional are going down and losing all their cushion and now they are starting to look and feel flat and old. They are sitting flat on the wood frame and are extremely uncomfortable. I had to place an old pillow under the cushion to sit on it safely. They sold me on this $299.99 protection plan/5-year warranty, which ended up being a joke! It turns out to be worthless after calling them to only find out they do not cover manufacturing defects or the cushions! Plus, I was under the impression that the $289.99 protection insurance that I was sold, would protect my new purchase. The armrest is missing a long strip of wood to support the armrest when you lean on it. Also, there is a deep long sinking hole into more hard painful wood without proper cushioning. It also makes these loud awkward air-filled noises and squeaks like it needs oil but, it is a couch armrest made from cloth and does not have metal or leather. The ottoman has no support, sinks in the center, and makes squeaking noises too! I paid $289.99 for a five-year protection plan, however, upon speaking to them today june 2, 2023, they told me they do not protect these types of things. They informed me that I would need to call ashley furniture directly, which I did, and I did not get an answer. No one answered their phones. I see they have a history of scamming people! I will never again in this life purchase anything from these professional cons - artists. They play a lot of mind games! They can pick it up honestly, this is a piece of crap! Not durable at all! I am going to sue these crooks and sue them for mental anguish! I have a feeling we will end up in litigations. I will be reporting them to bbb, consumers affairs, and the attorney general.

Desired outcome: REFUND AND NEVER DEAL WITH THESE WHITE COLOR CRIMINALS!

Read full review of Ashley HomeStore
Hide full review
ComplaintsBoard
K
4:44 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Ashley HomeStore delivered wrong item

Ordered a full-size mattress in May 2023 under Dolores Atencio; [protected], it was delivered 6-7-23 to zip code 81147 the wrong mattress was delivered. My sister is left with a soft not firm queen size bed and well there are issues getting a hold of the company in Farmington, NM for an outage of some sort for over a week now and we need this order redelivered ASAP and fixed. I was just told someone will call soon and it has been a bit. I need this issue resolved @ the top of the list and will not wait a month for another mattress Ashley just needs to figure this one out such an oversight. Thanks

Desired outcome: new correct mattress delivered asap. Not going to pay on bill until this is resolved.

Read full review of Ashley HomeStore
View 0 more photos
Update by knobyou
Jun 19, 2023 12:33 pm EDT

Purchased a bed in store in May 2023 and was deliver 6/7/23. Bed was NOT a full size or a firm, a Queen and soft bed was delivered, and nobody noticed. the store in Farmington, NM is unreachable due to a problem? My aunt is 82 and cannot sleep on this bed and we need the bed picked up ASAP and we will not be paying for this bed or the first bill due since we do not have the actual bed ordered. I need someone to call asap regarding this mistake @ [protected]. I have not gotten a response since it was delivered! BBB is next on my list!

Pics of proof of a queen bed delivered and make.

Hide full review
ComplaintsBoard
F
5:37 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Ashley HomeStore Rocker recliner and warranty service

Very Cheap Furniture and Horrible Warranty Service.

Purchased Rocker Recliner on Sept 3, 2021, with an estimated delivery date of Sept 25, 2021, as product had to be manufactured. Also purchased 5 year Accidental Coverage provided by Furniture Care Protection.

Noticed in April of 2023, that rocker springs are squeaking. Also a cut on back where head rests. Inquired about the warranty and a product was suppose to be sent to me, then someone would come over to fix. I was told it would be 12 weeks for delivery. Ridiculous! Here it is June and now I am told that that rocker is no longer manufactured and cannot get the part. What? It was just manufactured 1.5 years back. How could there not be a patch kit?

So I was offered $44. Ridiculous again! It wold cost me at least 4 times that to have someone come over to fix it. Never did receive the money. I called twice as I was told they would call back in one day. Both times no call back.

Desired outcome: Since springs squeak, replace recliner or $200 to patch.

Read full review of Ashley HomeStore
Hide full review
ComplaintsBoard
S
1:54 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Ashley HomeStore Sofa and loveseat warranty through five star services

My complaint is with Ashley furniture for selling me a worthless five year warranty. I don’t understand that. Why would they do that? Why I have fading and stain damage and I have a section. Of the couch that is broke down. It doesn’t support anymore. Just want to get what I paid for. I always thought very highly of Ashley furniture but after this, I’m not I’m just discouraged.

Desired outcome: I would just like to get my couch and loveseat fixed without paying any more than the $350. I paid for the warranty to begin with.

Read full review of Ashley HomeStore
Update by sharisas yorkies
Jun 12, 2023 2:00 pm EDT

There’s really not that much damage I just want my furniture fixed. I paid $350 for a extended warranty that appears to be worthless.

View 0 more photos
Hide full review

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.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Ashley HomeStore contacts

Phone numbers

1800 477 2222 8800 505 4223 More phone numbers

Website

www.ashleyfurniture.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Ashley HomeStore?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Ashley HomeStore Customer Service. Initial Ashley HomeStore complaints should be directed to their team directly. You can find contact details for Ashley HomeStore above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Ashley HomeStore. Discuss the issues you have had with Ashley HomeStore and work with their customer service team to find a resolution.