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Ashley HomeStore Customer Service Phone, Email, Contacts

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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Newest Ashley HomeStore reviews & complaints

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J
6:21 pm EST

Ashley HomeStore Bar stool item D120-130

On 3/4/2023 We purchsed 2 of these barstools, and a sofa however it was in two separate transactions as we saw the barstools on our way out of the store. The sofa is scheduled for delivery and I picked up the barstools from the New Braunfels distribution center. The stools were partially wrapped in cellophane and when I got home I began to unwrap them. The base of one of the stools was covered in a thick layer of dust- no problem I thought. As I know it had probably been in the warehouse for a while. However once I unwrapped it I noticed that the stool was missing the lever to raise and lower the stool, as well as the base had some scratches in the crome and the pole of the stool had dents. I called customer service multiple times- I told them that I needed these stools for an event this weekend. After Your customer service lines being shotty and bad connections a couple times someone told me they would have to schedule a tech to come and inspect them, then determine what action to take. I need these for Saturday and asked to speak to a supervisor, who the first time I was told was on a call, and would call me back (I'm still waiting on that phone call by the way), I called again and after being on hold for 30 minutes finally got another supervisor who refused to do anything to help other that say she could schedule a tech to call me within 48 hours. She was rude and finally I told her to schedule it but to expedite it. I asked for her name (which I beleive at the beginning she said Jen), she hung up on me. At which point I called back and now they can not even find my purchase in their system (I beleive "Jen" did not schedule the tech and deleted my information. The person I spoke to the last time said she could not even find my purchase for the barstools and that she would have to reach out to the store to see if this purchase was made. THERE SHOULD HAVE BEEN NOTES ON THIS TRANSACTION FROM THE 4 OTHER PREVIOUS CONVERSATIONS I HAD WITH CUSTOMER SERVICE REGARDING THIS SITUATION. I went to the store to try and get it switched out or taken care of where I spoke with Hayley who was less than helpful- all she did was give me a phone number to call. Refused to do anything else and told me sarcastically to have a nice day. At which point I lost it and yelled back. This has been a nightmare! Very disappointed in the pure lack of customer service!

Desired outcome: All I want is the stool to be replaced by my event on Saturday! I guarantee that it should not be this difficult to have a clearly damaged stool replaced.

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2:32 pm EST
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Ashley HomeStore Bed room set broken after a year of puran from Ashley Furniture.

I purchased a bed room set from Ashley furniture for my daughter. In a little over a year it was broken. I purchased extended warranty also, I filed a claim over a month & no one has come to take care of it! My daughter is sleeping on a inflatable bed. I spent the of dollars in furniture & this is so sad that a company like Ashley furniture allow third party company to get way with stuff like this & you pay for the extended warranty. This is horrible.

Desired outcome: No one has gotten back to me. I payed for the extended warranty. And as of today no one has ever gotten back to me. & it's over a month i filed the clame.

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K
1:15 pm EST

Ashley HomeStore King size bed

Ashley is the worst furniture company. There service is 3rd class and about there employees what to say after selling the furniture they will not listen anything about your furniture. Store managers are fooling people like us. Every single time we have to explain each and everything to a new person. From last six months we are trying hard to replace our bed. We have all the proofs about our filing the complaint but no one is listening. I will strongly suggest that not to buy furniture from here. Otherwise maybe you will have to face the that we are going through. I am mentally harassed by the whole staff.

Desired outcome: Replace my bed.

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6:27 pm EST

Ashley HomeStore Bed frame slats won't hold your mattress

We went into the Chattanooga Tennessee store and told them the bedframe will not hold our brand new purple mattress without bowing. We were told to call Guest Response Team to start a case. We did and they can't send someone out to our house to check the slats until a MONTH later. How do you call that customer service? We can't sleep?!? Not happy. Definitely writing Better Business Bureau.

Desired outcome: Ashley to take back the bed.

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12:36 pm EST

Ashley HomeStore King bed

The initial delivery was scheduled for 2/18/23. The incorrect items were delivered that included missing screws, and parts drivers(3) were extremely upset and embarrassed. I can appreciate the advocacy from the delivery team to Cody, one of the managers, to accommodate their customers. I spoke with Cody, and I was told they would take care of me due to their error, but instead, he passed things along to the sales representative to do so. So much for a warm hand-off and customer satisfaction is not a good decision, professionally.

On 2/23/23, the thought of risking my safety, a different set of drivers (4) considered cutting their contract with Ashley's damaged items returned by the driver. Rescheduling work obligations/meetings to be present for delivery I am without bedroom furniture and money spent. The most insulting conversation with the customer service representative sadly, Ashley’s script for their customers offering 5% back very insulting navigate that pitch guys. Still no delivery or communication from Ashleys. Professionally working for labor policy and procedure this has been by far the most unprofessional and insulting company I have hired or purchased from. I am considering GW's same-day delivery same items their customer service is top-tier. Sadly, expressed to customer service that I am pregnant and sleeping on the floor. All he could tell me is something pertaining to the delivery route, I understand he is only in customer service however, in this instance should be a priority by all means that's adequate customer service. Due to the inconvenience of Ashley’s staff, all drivers have complained about the lack of communication and the constant apologies they have given out to other customers as well, on the behalf of Ashley's Home Store Westland. The biggest regret for business

Desired outcome: Please Refund or Accommodate

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1:08 pm EST

Ashley HomeStore Purchase

I am real upset with you. We bought a very expensive reclining sofa from you february 4, 2023 and i asked christina and the manager ( from ashley furniture at the pat booker store, san antonio tx ) if there would be a better sale price if we waited till the presidents day sale and they both said no. Now we have received through the mail and email that we could have saved 50% which is a bunch of money had we waited. We are very upset and probably never buy antother piece of furniture from you. Our whole house is filled with ashley furniture, but this will be our last. I will make sure all our family and friends hears about this. We found this same couch for $1650 at another store. I immediately called a day after we received this sofa to see if the price could be matched and they said absolutely not.

Sales order 202a025345 item no. U2800515

Desired outcome: EITHER MATCH THE PRICE FROM THE OTHER STORE OR REDUCE THE SOFA TO THE PRESIDENT'S DAY SALE PRICE OF 50% OFF WE EVEN HAD TO PAY A DOWN PAYMENT.

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5:45 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Ashley HomeStore 5 year montage protection plan

In 2017 We purchased a 4-piece Sectional which cost us a pretty penny, and it was all electric and we got the protection plan which it cost us $700.00, and we were told that if we do not use it in the 5 years of protection that we would be given a store credit of $700.00. So, when the five years were up, and we didn't use it we went to the store and fill out our No Use No Lose form to receive our store credit. We even picked out what we wanted and was told it would take 24 to 48 hours to approval and then we will get our items that we picked out. This was in 10/11/2022 and until this day all I have gotten is the run around. They have submitted the paperwork over and over and over again and I have gone to the store several times and they give excuse after excuse and always promise to call me back which they don't. This last time was that they had a new manager, and I did talk to him, and he said he would take care of it cause my time is almost up and he would call me, and I called him back and he is off so for 2 days. I should I get penalized when I did what I had to do in giving them the paperwork each time I went I feel it's the store that hasn't done their work in getting me the credit. One thing I did was every time I talked to someone, I wrote their names down so I have proof. I have more of the paperwork but couldn't upload them

Desired outcome: I would appreciate them giving me the items I picked out with the store credit i should get after not using my protection plan.

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9:21 pm EST

Ashley HomeStore Console

So, I bought a console from the Ashley store, when I received the furniture it was already, put together and when they delivered it to my house I noticed there was a ding on the front of the console. I asked to have it removed since I payed for new furniture, because they wanted to send a technician to repair the (new) furniture. I asked for an exchange the supposedly new furniture that they brought and delivered to me again had a ding to the front of it. Ashley's solution was to have a tech come out to repair. So, I asked why would I be paying for new furniture but, would a tech to repair it, sounds like refurbished furniture when I payed full price at the store. Sounds like a scam to me, which is very distasteful. When I called the warehouse and spoke to the Manager, Bob Ahern, he was very very rude, he basically told me, that because I was financing the furniture, that meant I payed no money for the furniture and I was upsetting him and his staff. Conversation ended because he refused to speak further with me.

Ashley Furniture has left a very bad taste in my mouth, I will not recommend your store, and I will post on every website to make other consumers aware of the scam that Ashley Furniture is engaging in to fraud, consumers.

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12:40 pm EST
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Ashley HomeStore Refund still needed for refused furniture / replacement still needed for damaged king bed rails

I purchased more than $15,000 worth of merchandise from Ashley Furniture on Nov 10th, 2022. Upon delivery I was instructed to refuse any items that I did not want to keep and a refund would then be issued for those items. I also received broken King bed rails and were told to keep them and someone would come out t replace them within a few weeks. I have not received a refund or a replacement and NO ONE from this company is willing to help. I am simply told that they would look into it and nothing happens after that.

Desired outcome: I need the refund that is still owed to me. I also need my damaged king bed replaced as promised.

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J
4:17 pm EST

Ashley HomeStore A leatherette living room set couch, loveseat, chair and recliner

I am sending in more horrible pictures of this Ashley living room leatherette covering peeling off worse than when I sent in pictures before and your company doesn't care to rip off people. I sent pictures before and basically you said SORRY you bought it more than a year ago. I live alone and I do not sit on it because it must carry a contagious disease to do what its doing. This is your reputation! You know it's horrible when you cannot give it away for free. Ashley should be ashamed of themselves for manipulating the consumer into selling crap!. I am moving to Middletown NY and you know I will be going to any furniture store but Ashley to purchase a living room set ie: Raynour and Flanigan or any other furniture store that doesn't sell Ashley. I think you should see the pictures and there are more areas but these pictures should show how pathetic my experience with Ashley furniture was.

Joanne Mermell

30 Paddock Drive

Pine Bush, NY 12566

Desired outcome: Was it ??? worth throwing away money on Ashley Furniture.No it was not at all. I have a lot of furniture and I have never seen anything like ever...

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8:09 pm EST

Ashley HomeStore Split king adjustable bases

On 1/14/23 my new mattress and bases were delivered. They took the old mattress with them, draping it out on the ground. When they brought in the adjustable bases they were not packaged. There were no legs, the cord is scrapped up, dirty remotes, no batteries and one remote was missing the back. The driver called the customer service number and the lady ensured me that I would hear back in 7-10 days. On 1/17/23 I received a text saying they were working on it and then nothing. My salesman is not responding. I have called and chatted and get the run around. One person tells me I need to call the vendor to have it repaired, the next person says there is no ticket opened and then I have an appt and now received a text saying my products have not arrived. I am now out $5000.00 and sleeping on the floor.

Desired outcome: Exchange the split king adjustable bases in a timely manner with new ones

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6:48 pm EST

Ashley HomeStore Mattress damage and don't deliver on time

I bought a memory foam mattress that comes in a box on January 1 at the Mallen store, they agreed that I would receive it on January 14 and it arrived until January 19 (first lie) when I received it and unpacked it and followed the instructions to wait 48 Hours before using it, the mattress was damaged, for this reason the old mattress had already been disposed of, I called on the 24th so they could change it and they agreed to send it on February 3 (another lie) for this my daughter was going to sleep in the sofa or on the living room floor... they talk to me about very rude customer service and they tell me that the mattress was not going to be delivered until February 7 (third lie) today I call customer service and they tell me that They will not deliver me today until February 14, for these dates, my daughter who is studying Jr High has been sleeping for 1 month on the sofa or on the living room floor, I ask that I want to return the mattress that they cancel the purchase and I get that they have a no return policy that I should have read when I sign I have to wait for the product to be available! something that the seller did not explain to me when I made the purchase and he did not explain to me that it was a show room. It is a store that is the number 1 of deception. I do not return nor recommend buying in Ashley.

Desired outcome: Refund my money

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2:39 pm EST
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Ashley HomeStore Delivery fraud - inv#[protected]

I ordered a sofa set (Inv#[protected]) from the Gaithersburg, MD store (534 North Frederick Ave, Gaithersburg, Maryland 20877) on 1/31/2023 and I paid in full for furniture and delivery. My furniture delivery was scheduled 2/3/2023 from 2pm to 6pm. When no one showed up, I contacted the store to ask for the status of the delivery at 6:12pm. The Gaithersburg store mentioned that delivery guys are running late and should arrive at 7:15pm. I again waited until 8pm and tried calling the store multiple times from 8pm to 9pm (before the store closed time) but no one picked up my call. I called the next day to the store and they mentioned the delivery guys were at my place at 5:47pm and have a picture evidence. The picture shared with me only shows a picture of my house. Therefore, I need to pay extra delivery service charges in order to deliver my furniture. If I want to cancel the order, I still need to pay for the cancellation fee.

I asked if they have a picture which shows the delivery truck standing in front of my home or phone/text message logs that someone contacted me. No one even rang the doorbell since I took a day off from work and anxiously waited for the delivery. I was told that it is against their policy to ring the doorbell. I asked how else I would know if someone is standing outside my home. The store manager isn’t willing to listen or help in any way, and keep mentioning that I was not home. I contacted the regional office and they said I need to contact the store and resolve the issue with them. Also, the regional office said I need to pay extra charges for the delivery. This is so frustrating that I have been following up with Ashley two days already and no resolution yet. There is no urgency on their part to resolve the issue or how I, as a customer, feel the stress. I want to know who I should contact to report and get the situation resolved.

Desired outcome: Deliver the order without any additional charges

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7:22 pm EST
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Ashley HomeStore Power recliner

SYNOPSIS: On January 19th, 2023 we purchased two recliners both the same model - one was a “floor model” the other recliner was ordered (hereafter referred to as the “warehouse recliner”). We took the floor model home that day and 12 days later we picked up the warehouse recliner. Upon unboxing the warehouse recliner, we immediately noticed it was a significantly different color than the floor model and contacted Ashley customer service that same day. Customer service was unyielding – they would not accept a return of the floor model. When we ordered the warehouse recliner, I specifically stated I wanted another one “just like” the floor model. Our complaint is that the sales staff never stated that the floor model was or could be an off color or would not match a recliner we ordered. As a compromise, I offered to return the floor model and order another new recliner – customer service stated, “all managers are busy at the moment. they will have your contact information and will contact you at there earliest conveyance (sic).” To date I have received no response. We believe Ashley Furniture acted in bad faith and has refused to negotiate a reasonable solution.

DETAILS: On Thursday (1/19/23), we looked at clearance floor model recliner at the Katy Ashley Furniture store. After some discussion, we made a deal to purchase the floor model recliner and “another one just like it.” The second recliner had to be ordered and we agreed to pick it up at the Ashley warehouse. We paid for both chairs at that time.

On the morning of Tuesday (1/31/23), we were notified by text that the recliner was ready to pick up. Later that day, we picked up the recliner.

Later that same Tuesday (1/31/23), I unpacked the warehouse recliner from the box and noticed it was a significantly different color than the floor model recliner. I contacted Ashley customer service and initially spoke to “Serg” (call was disconnected) then “Terry” left me a voice mail at 4:45 pm CST telling me to take the ‘warehouse recliner’ back to the warehouse. Here’s a transcription of the voice mail: “Hi David this is Terry from Ashley home store so your call got disconnected. I advise that you can bring back to the warehouse store where you bought them so that they can exchange it since you just recently a pick that up on the warehouse OK if ever you to see if this message um just go to the warehouse and if you want to give us a call back just called the same phone number OK thank you.”

I did not see taking the warehouse recliner back to the warehouse as a viable solution. I called customer service back and spoke to yet another customer service rep (name unknown) that eventually gave me a number [protected]) and told me to provide photos and an explanation of the issue. The following recounts the text exchange:

Text message exchange began at 5:30pm on 1/31/23

CUSTOMER: Purchased both recliners on 1/19/23 – took delivery of floor model same day and picked up ‘ordered recliner’ from warehouse on 1/31/23. Unboxed ‘ordered recliner’ and noted that color was very different (model numbers are identical on invoice). Contacted Ashley in Katy, and was told floor models are sold as is period! The customer service rep suggested I deal with the warehouse - I objected. I called back and spoke to sales they too said floor models are sold as-is and provided a number and said send explanation and pictures to this number. Bottom line: we purchased the floor model and specifically asked for “another one just like it.” Sale person never advised us that the floor model may be an off color. I believe we were misled to believe that the ‘ordered recliner’ would in fact be same as floor model. Request resolution. David CUSTOMER [protected] Sales numbers [protected] and [protected]. Please confirm receipt of this text.

(photos provided)

ASHLEY CUST SVC: Thank you for contacting us in regards your order, If you don't mind giving me a moment to review the details so I can provide you with the information you requested. For verification purposes, will you please verify the billing address, account holders name, and phone number?

CUSTOMER: 302 11th Ave n texas city TX 77590 David CUSTOMER [protected]

ASHLEY CUST SVC: thank you

ASHLEY CUST SVC: OK what I went ahead and did is send in a ticket to the store stating we know the floor model is as is although the warehouse one is not in it is a different color than the floor model. If they can please approve an exchange for this item your reference number is 785450. Please check back in 48 to 72 hours for an update.

ASHLEY CUST SVC: Please advise if you are still available to chat.

CUSTOMER: That sounds agreeable - so they going to order another one and I'll pick it up at the warehouse - correct? Also, at what point do I return the floor model and get paperwork for the replacement? Yes available to chat.

ASHLEY CUST SVC: Once the ticket is resolved, we will have further information for you. It does take about 48 to 72 hours for an update.

CUSTOMER: That's fine, thank you.

ASHLEY CUST SVC: You're welcome. If you have any questions or concerns in the future, please do not hesitate to reach out and I will be happy to assist. Enjoy your day and stay safe!

CUSTOMER: 😊👍

The text exchange ended at 5:50pm CST

On Friday the 3rd of February, at 12:46pm CST, I sent a text message to the number previously provided by Ashley Customer Service. Here is a recount of that text exchange:

CUSTOMER: David CUSTOMER here. I was told the recliner color issue would be resolved in "48 to 72 hours." It's rapidly approaching the 72 hour mark and I've received no further instruction/info. Please update.

ASHLEY CUST SVC: Let me check that for you. Please give me a few minutes.

CUSTOMER: No problem

ASHLEY CUST SVC: the store is stating that there isn't anything that they can do the item was bought as is and that it was a week difference from when you received the other one.

CUSTOMER: The one week difference was due to the delivery TO THE WAREHOUSE. The same day we were notified it was available for pick up we picked it up. THAT VERY DAY is when I notified ya'all about the color discrepancy. There was No week delay. Those are the facts.

CUSTOMER: Are you now going back on your proposed solution?

CUSTOMER: We have not sat in either chair since your last text - awaiting further direction from you.

(photo of both recliners with original protective coverings)

ASHLEY CUST SVC: yes I understand your concern but I am just giving you information that the store replied to on the ticket. they are stating the item was bought as is and that they are unable to exchange due to that reason.

CUSTOMER: Wait! I thought you were from corporate - what is your position?

ASHLEY CUST SVC: I am not corporate as we are a franchise and also I am a customer service agent.

CUSTOMER: Do you or the Katy store want to take this to litigation/mediation?

ASHLEY CUST SVC: Im sorry I did not understand that.

CUSTOMER: I am willing to take this to small claims court to get a remedy. Is the Katy Ashley store ok with that?

ASHLEY CUST SVC: I am unsure. sorry

ASHLEY CUST SVC: is there anything else that I can help you with today?

CUSTOMER: Yes. Give me the contact info for somebody at Ashley that can address this matter further.

CUSTOMER: Somebody above your 'pay grade' please (no disrespect intended)

CUSTOMER: One last proposal: I return the floor model for a refund and purchase a new recliner at the same price as the warehouse model I currently have.

ASHLEY CUST SVC: Thank you for contacting us in regards your order, If you don't mind giving me a moment to review the details so I can provide you with the information you requested.

CUSTOMER: Ok...

ASHLEY CUST SVC: all managers are busy at the moment. I will send over your contact information so they can contact you at there earliest convenience, is there anything else that I can help with today?

CUSTOMER: Manager at the Katy store?

ASHLEY CUST SVC: unfortantely I do not have that information

ASHLEY CUST SVC: I can send a ticket to the store to have the manager contact you one moment please.

CUSTOMER: Well, that's not helpful. So you cannot provide me with contact info for a management level above you - correct? I'm just trying to escalate this...

CUSTOMER: I don't want to talk to a store manager - you have already told me what they said.

ASHLEY CUST SVC: again, all managers are busy at the moment. they will have your contact information and will contact you at there earliest conveyance.

CUSTOMER: Ok

ASHLEY CUST SVC: if you have any questions or concerns in the future, please do not hesitate to reach out and I will be happy to assist. Enjoy your day and stay safe!

CUSTOMER: Bye

The text exchange ended at 1:19pm CST

On Friday the 3rd of February, at 4:38pm CST, I again sent a text message to the number previously provided by Ashley Customer Service because I had not been contacted by an unbusy Ashley “manager.” Here is a recount of that text exchange:

CUSTOMER: David CUSTOMER here again. I believe I have been patient but it's been over as 3 hours since you told me all managers were busy and I am still waiting to talk to a management-level Ashley person. If that is not going to happen, please just tell me that no one is going to contact me so I can proceed with alternate actions. Thank you.

ASHLEY CUST SVC: Thank you for contacting us in regards your order, If you don't mind giving me a moment to review the details so I can provide you with the information you requested.

CUSTOMER: Fine

ASHLEY CUST SVC: I am transferring you to a manager one moment

CUSTOMER: Thank you

ASHLEY CUST SVC: Hello my name is Jenicka I am a supervisor with Ashley. After reviewing the chat and the account I do see the the power recliner was an item that is sold as is. That being said we are not able to exchange this item all sales are final.

CUSTOMER: I understand that policy; however I believe the salesperson acted in bad faith when I asked to a second recliner "just like that one" (the floor model)

ASHLEY CUST SVC: Please advise if you are still available to chat.

CUSTOMER: The ordered recliner was not "just like" the floor model.

ASHLEY CUST SVC: I am not sure what was said at the time of sale however it is in the own home now and we are not able to provide an exchange

CUSTOMER: ok - just to make sure, I offered to return the floor model and purchase a new recliner - I assume that offer was rejected - correct? Therefore, I ask that you please provide me your registered agent's contact info. We are going to take this to small claims court here in Texas.

ASHLEY CUST SVC: You sales person was Toby Trahan and yes we are not able to take that back all sales are final per the contract you have signed. Do you have any other questions?

CUSTOMER: I know who my sales person was - how does that help me? Ashley's registers agent please

ASHLEY CUST SVC: I am not sure who that would be

CUSTOMER: Are you refusing to provide that information?

ASHLEY CUST SVC: No I am not refusing that information I am not sure who that would be or what that even is

CUSTOMER: A registered agent is the person to whom I will send the court papers to. All corporations have one. If you cannot provide that info, please give contact info to someone who can.

ASHLEY CUST SVC: I do not have the contact information to any one above me this is a franchise so we do not have a cooperate line you could contact. I suggest reviewing the contract you signed upon purchase.

CUSTOMER: Ok - so you're avoiding the issue. Are you representing the Katy, Texas Ashley store?

CUSTOMER: Please provide franchise owner name or representative.

ASHLEY CUST SVC: You can provide your attorney with the information and they should be able to take care of this for you

CUSTOMER: No - this is a small claims issue. No attorney required. Your intentional lack of cooperation is unprofessional.

ASHLEY CUST SVC: I do not have the information you are asking for

CUSTOMER: I'm sorry this has gotten to this level. I guess the is representative of Ashley's lack of customer care. Believe we're done here.

ASHLEY CUST SVC: Thank you for contacting Ashley have a good day!

CUSTOMER: Thank you for your time - and I never did get an answer: do you represent the Katy, Texas Ashley store?

ASHLEY CUST SVC: I do not, thank you and have a great day!

CUSTOMER: You too. And you did a good job for your employer... unfortunately we couldn't work out a fair compromise.

BOTTOM LINE: We believe Ashley Furniture acted in bad faith first by knowingly selling the new (warehouse model) recliner as one that would be “just like” the floor model; and second, Katy Ashley sales and/or management staff relied on customer service personnel to handle this situation without direct knowledge of the store’s actions third, Ashley customer service person would not confirm whether my offer of a compromise was communicated to the Katy, Texas Ashley store, instead simple quoted Ashley corporate police of no returns - period.

Desired outcome: Accept my offer to return the floor model recliner for store credit toward the purchase a ‘new’ recliner at the same price as the warehouse recliner we previously purchased.

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10:44 am EST

Ashley HomeStore Return Policy

I purchased a floor lamp on the evening of 01/31/2023. After setting the lamp in the area I realized that it was too big and decided to return it. I reviewed the contract and read that they have a no return policy. At the time of purchase there was no mention of this policy. In addition, my copy of this policy contract was not signed by me. Early the next day I called and asked if there was any way I could return the lamp. They explained that all sales are final, they would not make any exception. I called again and explained that the sales agent never explained their policy and that I never signed the contract. They said sorry no exceptions. I saw the restocking fee, but that was never offered. This has been a very disappointing experience.

Desired outcome: Retuning the lamp and paying the $99 restocking fee would have been acceptable.

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4:42 pm EST

Ashley HomeStore Customer service and delivery

I received a text on 1/31/23 that let me know that my delivery was scheduled for 2/1/23 between 12pm and 4pm. I took the day off and waited all day for the delivery that never showed up. at 4pm on 2/1/23 I called to see where the delivery was and they tell me that it wont be delivered till 2/7/23. this is ridiculous as I will need to take off another day and lose more money also I have already gotten rid of my old couch and now I have nowhere to sit for 7 days. at no point was I told that they needed to reschedule the delivery and give me the option to pick a new day and time. also your rep from whatever country they are in doesnt COMPREHEND english. Just because they speak english doesn't mean they should be helping people with problems. I am so sick of all these people that say I understand how you feel. they don't even comprehend what I am saying so how can they understand? You need to have staff in the USA that actually understands what someone is trying to get done and not just the words without the context.

Desired outcome: have someone from the USA call me for assistance.[protected]

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4:40 pm EST

Ashley HomeStore Returns

Had a great customer service rep help me pick out headboard. During the entire interaction (conducted virtually, never actually spoke or met), I mentioned several times that it was a studio apartment and I wasn’t sure if a full headboard would be too big/too small. He was very helpful with measurements. But not once….. Not once…. During the days long conversations did he ever caution me to select carefully as all. Sales. Are. Final. Now, we’re not talking about a scratch and dent sale or discontinued item. You know when I first discussed all sales were final? After I paid for the headboard. Who…..In this day and age….. Does not have an exchange policy?!?! Amazon does! Wayfare does! Never dealing with them again.

Desired outcome: Exchange full for QUEEN. Fam, I’m not asking for a refund!!! It’s an EXCHANGE, for a higher priced item!! Ashley Furniture- you folks got a problem with making money?? It’s unconscionable,morally and ethically wrong. Shame on you.

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3:02 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Ashley HomeStore Very poor customer service

On Saturday, January 21, 2023 at approximately. 230 pm we went into Ashley for a sofa sleeper. We were met by Sales Person Maria R. who assisted us in finding the sofa sleepers. We became interested in the Morales Leather Sofa Sleeper and had also advised her we were return customers. The sales rep gave us a quote and we left. We then went to the car and I looked on the website and found the couch 200 dollars cheaper, 50 dollars cheaper for shipping, 100 dollars cheaper for the 5 year protection plan. Tax was about the same. We went back in the store to see if she could give us the better price. At which time the sales person became rude and short with her answers. She also advised that the Online store has no affiliation to the Ashly stores and that the online protection plan is horrible. Nothing like their protection plan. So long story short I requested her to lower the price by $50.00 and she said she couldn't. I asked her to ask her manager who then came back with the sales person and started to explain again that the online store isn't associated with Ashley Furniture. Previously to the encounter with the manager we observed her very agitated with an employee who she was verbally repremanding in front of customers that seemed very unprofessional. The manager was extremely rude and very ignorant. She advised us that Ashley Furniture in Burbank was a franchise that was not associated in any way with the Ashley Furniture Corporation and that they operated in their own capacity. I advised we were leaving and would not ever come back. The acting manager then said very sarcasticly. Good. Have a nice day. Then we left.

We have spent over 20k at Ashley Furniture and never ever been treated so poorly.

Desired outcome: I think those employee at Burbank store either need to be let go or at the very least retrained. I hope no one else gets ripped off or treated as badly as we were.

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6:39 pm EST

Ashley HomeStore XL twin adjustable beds

We ordered a king size split with adjustable bases. The bases came unpackaged, missing legs, remotes were dirty, 1 remote was missing the back. I paid for new furniture and was delivered used bases. The driver called in and the dispatch filed a complaint and said someone would be in touch within 72hours. Just to be safe I chatted with someone who said hold on and never came back. The next day we called our salesman for help. 3 days later I chatted back and was told there was no service ticket opened. This is unacceptable. We are sleeping on mattresses on the floor. Was told it would be 7-10 days before someone contacted me and then I would have to wait even longer for new bases.

Desired outcome: Both bases replaced with new ones and something for our inconvience

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5:28 pm EST

Ashley HomeStore Clock damaged by Ashley Packaging

My daughter purchased a $300 clock as my Christmas gift 2022.

She purchased it on Dec 10th.

It was taken off the wall and an Ashley staff member wrapped it, placing packing material under the hands. In error the battery was not removed from the clock. Therefore the movement was in working mode but the hands were stopped by the packaging under the wrapping. After weeks being held from moving freely the clock was damaged. It didn't keep proper time. I returned to the store after Christmas. I brought the receipt, the clock, their packing materials and the corroded battery that was in it. The battery was obviously from China with only Chinese writing on it. Proving it was not my battery, it was theirs/the 3rd party seller. To my surprise Ashleys return policy is 3 days only! I have never heard of such a poor customer policy. It proves to me you do not stand behind the products you sell. Its buyer Beware!

My daughter expressed, on Dec 10th that this was an Christmas gift and a 3 day return policy wouldn't work. She was told "don't worry it will be fine".

As disappointed as I was, I tried to find a replacement the day I returned the clock. And not from a 3rd party seller which I have learned was the clock I was gifted. An Ashley staff member completed an online order for me. I was trying to use some of the in-store credit.

The online clock I found and purchased was $184.00 after tax.

An in store credit remains in the amount of $113

I feel a compromise should be made.

Ashely damaged the clock.

I purchased a new one.

I do not want an in store credit.

A credit should be provided under these circumstances.

Customer Service is critical. A good return policy will bring people back.

And a bad return policy will keep people away.

After this experience I will never shop at Ashley's! I will let friends and neighbours know that Ashely may have nice stores but their Customer Service is terrible. It's not worth it to shop there. Go to stores that value their

customers.

I made a complaint to the BBB as well.

ASHLEY HOMESTORE... Prove me wrong and make this right!

Dissatisfied Customer.

Desired outcome: I purchased an Ashley replacement clock using some of the $300 credit. $113 remains.Credit the $113.00

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Ashley HomeStore Customer Reviews Overview

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

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

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

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

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

Ashley HomeStore In-depth Review

Product Range:

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

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

Pricing and Value:

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

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

Customer Service:

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

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

Delivery and Shipping:

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

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

Return and Exchange Policy:

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

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

Online Experience:

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

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

Overall Shopping Experience:

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

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

Reputation and Trustworthiness:

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

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

Sustainability and Ethical Practices:

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

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

Additional Services:

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

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

How to file a complaint about Ashley HomeStore?

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

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

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

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

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

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

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

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

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

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Contact Ashley HomeStore customer service

Phone numbers

1800 477 2222 8800 505 4223 More phone numbers

Website

www.ashleyfurniture.com

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