Ashley HomeStore
reviews and complaints

I ordered a bedroom set and mattress in october 2022 for $3000.

After guaranteeing next day delivery, we removed our former bed from the home and then the new set never came. After weeks of negotiating the wrong set and wrong mattress were delivered.

Ashley acknowledged it was the wrong set and wrong mattress but told us the one we ordered was back ordered for several months. We could not wait months having given up our old bed so we asked for a refund.

The first five people refused saying they only do exchanges. After 2 weeks of non-stop calling we finally got through to a customer care lead who agreed to the refund. We have it in writing. They came and collected the incorrect furniture and told us they were processing the refund. That was Nov 11th. It is Dec 9th and no refund has been credited. Furthermore, now they hang up on us when we call and refuse to answer our emails. Help!

Sep 24, 2022 Two new Loveseats front door delivery. After assembly, found hole in front leather of one of the loveseats. Shipping boxes did not show any damage, so only conclude damage happened at factory. Next day, we went back to store and reported damage and present pics.. We were asissted with the Ashley Tech Department., who required that a Technmician had to come and assess and have a chance to repair damage. Our requests for just getting a replacement were not accepted.

Nov 2 [[39 days from start] Tech arrives at our home, only to discover that the wrong material replacement part had been ordered. Tech assures us that he will get this corrected.

Dec 7th [74 Days from start] Tech arrives and "attempts" repair. Repair looks worse that the hole. Contact Tech support againand provide pics. Manager states that will send their "Top Tech" to correct problem. Currently waiting on that to be scheduled in...

We have now obliged Tech service for more than adequate time to correct the situation. Once again, just give us a replacement Loveseat (without problems)! That's the decent and right thing to do - and just make your customer happy. How long do we have to contend with this situation?!

In November 13, we purchase 8, Dining UPH arm chairs D449-02A ($1,800), plus the protection plan ($439.99) from the store located in Brownsville Tx 78526, CID#[protected]. On November 18 the delivery persons do not show up to the appointment, we reschedule for November 30. On this day we receive the 8 chairs at the time we notice 3 severe damage, and we were talk about to keep them because if we reject them at the time, we will be getting exactly the same damage product next time. That evening we checked all the chairs and all of them were damaged, nife cuts, metal bend, missing parts, next day I contacted customer serves and I was referred to the store because they can't do anything. In the store the manager say that he can't do anything as well, that I need to call customer service, while I was on the store, I call customer service were the store manager talk with the customer service manager, and both of them excuse their selves saying there is nothing they can do. By that time, I was requesting a full return, there is no way someone can force you to keep a damage product. Before leaving the store, I was offered with a service person to go inspect and repair the chair, however they only been saying they will contact me. This is been a insane process for damage merchandise and terrible customer service.

I received an incorrect rug and went through proper channels to have it returned and a replacement made. Because the item is sold by a third party, Ashley has to coordinate with them a resolution. The only communication seems to be email and texting. When you call the customer service number, the reps put in a ticket to someone else, with a 24-48 hour turnaround. The person, Nicole Mack, is handling my return and the phone number she provides in her tagline is a non-working number. I’ve sent several emails asking for more answers, like an approximation of how long this process for a replacement will take. Nicole replies with very little. I’ve included pictures of her responses. At what point is a phone call from her made to talk to her customer and re-assure me that she is working on this expediently! There seems to be NO urgency to provide customer satisfaction.

After spending 12,000 dollars with Ashley's furniture in Chattanooga TN location st a presidents day sale in February we were told we would get a 400 visa gift card for the president's day sale and our large financing after we had received the last piece of furniture. We never received anything after calling the corporate office several times and the Chattanooga TN location, noone gave us anything but didn't mind taking our 12,000 dollars. I am so disgusted and angry that s lucrative company could be such a scam artist with people. You couldn't pay me to buy another piece of anything from that store ever. Don't shop there, you'll get taken too.

I bought a mattress in 2019 that has sagged to the point where it is causing physical pain. I filed the claim. You sent people out. My claim was closed due to "stains" on the mattress. How the hell does any stain on the mattress affect how it's performed?! I have been a customer of yours for MANY years and this is how you treat people!? Absolutely horrible customer service.

TV stand arrived broken and missing pieces. Tried to call and get help, they told me it would be over a month to have someone look at it, when the main problem was missing pieces. (Not sure what they're trying to see from missing pieces, but can't imagine the caliber of folks being employed here is very high) They then told me to go to the store. I got to the store and they told me online sales weren't their problem, but suggested I try the online assistant option.

Tried the online option and seemed to go well; told the guy I wanted a refund, not a repair technician to identify that pieces were missing (Again a complete waste of time) The person agreed and gave me a case number stating that someone would call within a couple of days.

Someone did call, but again tried to send a technician to somehow "fix" missing parts. Again, told them I wanted a refund. They sent an email asking for images. Sent the images twice with no answer. So I responded back to the email, because at this point I was not happy. Again got a call asking about repair, but finally "persuaded" the idiot that I wasn't interested and got them to schedule a pickup.

Folks with the pickup crew arrived at a non-agreed time slot, but at least grabbed the furniture and left. And that's it. Haven't heard a single thing since then, and certainly haven't seen a refund.

I bought sealy postireledic which is too firm. Told them I wanted to exchange immediately. They made it a huge problem and no exchanges. Then they finally agreed and I paid 1700 more for a tempur pedic but the deliveries kept not showing up and I once changed my date they said I refused it which is not the case I was sick and not able to do the delivery that day they gave me a new date and they didn’t show up. Then they canceled my order and said it’s past the time frame I can get it which to me is a scam. I’m very upset bc I paid 3500 plus 1700 and stuck with this uncomfortable matress ? No. Such fraud.

I purchased around $9,000 worth of furniture from Cookeville TN. Ashley store. Had many problems with my orders. They dropped a cabinet while taking it off the truck and they tried to bring it in the house damaged. 2 of the 4 dining chairs looked used (they had stains and holes in the fabric). damaged nightstands, After almost a year I got everything I ordered. All of this was for my retirement house. And I did not live there full time yet. A year later while I was at the house working on it I sat in one of the dining chairs and the back 2 chair legs cracked pieces of wood were falling from the chair. I went back to Ashleys with the broken legs and tried to get replacements. I was told the chairs were no longer made but they could SELL me another style chair. I was not buying new chairs when these were never used. The manager said because I had so many problems with my order they would contact the parts department to find out if they had the legs. I never heard from them again. I called but the calls go to ashley's corp. I called parts department and was given another # to call who gave me another number. Now I have a broken chair and 3 other chairs that are useless and NO HOPE OF HELP FROM ashleys.

I purchased dining room chairs from Ashley Furniture in Auburn Hills, on 11/06/2022. I then went home and found the same chairs online for a cheaper price, so I cancelled the order on 11/07/2022 and was told the refund would be credited to my account within 7-10 days. To date, I have not received my refund. So, I contacted my banking institution to dispute the charges.

I purchased a full bedroom set 11/05/22 and was told everything but my bed rails were avaliable upon delv we where informed that only the dinning tale chairs headboard footboard and nightstand was avaliable as the second night stand was damaged but they had 40 something in stock but they never brought it we recieved a text stating we can come pick up our stuff my husband called the store to see what items and was told bed cover which the sales guy gave us for a full bed we didnt need or want then recieved a text tuesday that said my rails buffet and nightstand was in and can get delv. On fri then today thursday recieve a call from sarah lynn out of bruswick ga who said the dining room server nor the flip top sofa is avaliable as one of the items was damaged again and the other was not available yet. She also stated that it would not be availiable until dec. This is unacceptable. I am very upset and feel they need to give me the one in the store as they can't sell them anyway as they have none in stock and ashley can wait till dec. Or return my money and I can go somewhere else.

I purchased a couch from Ashley's 11/4/2022. I was mislead by the display and the customers sales rep regarding the size of the couch. I have called the customer service number numerous times and was hung up on almost every time.

When I called my original sales rep he blamed me for the issue (while huffing and puffing). I paid $3500 for a smaller couch with a $600 warranty added. I have asked them to remove the warranty so I can purchase the missing piece (although I was mislead) and was rejected.

I did not realize he took a piece off to make it seem like I was getting a better deal. He said he took money off from the warranty but in reality he took a whole piece off.

I do not want this couch nor any couch from Ashley's but I am not able to get a refund only am exchange. I am highly upset and frustrated regarding this situation. It is not fair, I am not paying for that couch.

Hello we purchased sectional sofa from north central exp way Ashley Store assit by sales person Billi he was very nice and helpful person very nice way he treat well trained and they said we will deliver on 15th November 2022 but before 4 days they called us and said we will deliver on 16th November 2022 instead of 15th November 2022 we said okay we will wait for 1 day.

But on 16th November 2022 we received half part of sectional sofa that is 2 seats only and that driver said in this area our 5 trucks coming for delivery so just call in customer service or store that in which truck your half portion is there. We called in customer service one lady told that in 24 to 48 hours we will reply you about your half part of sofa we were not satisfied by this answer so we again called in customer service afternoon one man talked very rudely he didn’t know how to answered to customer he didn’t response properly and said we lost your sofa from warehouse now you should wait or complaint or talked with sales person on store so then I talked with Billi who is a sales person he said please wait by 4:00 pm definitely I will give you updates he didn’t called us still I called in store at 4:20 pm Billi said I am just checking just wait for 5 minutes I will call you 20 minutes passed he didn’t called us I called at 4:45 pm he transferred to Manager named is Mr. Kodi of north central store I explained whole story he said I will give credit of delivery charges $199.99 and wait till 1st December 2022.

So as a customer how I trust to him that they will deliver to us on 1st December 2022 because I read reviews they just give you time they are not delivered the right products and not taking customers problems.

So I recommend to all other customers dont visit to Ashley store they giving you good discounts but products not delivered and also not good customer service very worst customer service I ever see if there negative ratings definitely I give them please visit to other store but really dont visit this worst Ashley store. They just give you excuses even Manager how to trust other salesperson or customer service.

I purchased a sectional and a mattress from the store in Dulles, VA in Oct. They said the delivery would be on Nov 10th. On Nov 7th I called and they said they would deliver only on 17th. No updates from them. I would like to cancel the order, but they say that all sales are final and only store credit is possible. I dont want any product from that store. 3AAny possibility of canceling and get refund ?

Mt dinningroom set broke after a dew months I got it. I paid for a protection plan and no one helped me. I reached out to the store and the supervisor was suppose to sent someone to assemble the new chair and see if the whole set had a defect. I been reaching out to the customer service and even emailed the cooperation, the donning room has a defect, and I just want my money back. I been going back and forth with the store for the last 2 months. I emailed the supervisor and called him alot, he never got back to me and was very unprofessional. I had to call customer service, for them to reach out to him. he ordered the back part of the chair, however he told me I have to find someone to put it together, this should of never happen because I just got this dinning set in june. when I went yo the store to speak to him before he ordered the part, because he want answering my email, he said he would sent someone to assemble the new chair and check because it could have a defect, and for me to call the store once it arrives. after I got the back part of the chair, I called the store, one of the customer service told me to give then till that Thursday someone was going to call me to schedule to come assemble it. the store Manger raham then calles me and Saud he never said that, and I told him, he did say that when I went to the store. I am very pissed off, because as a customer I should of never got treated the way I did. I will like a full refund, and they can send someone to come get the dinning set, this is the first and last time I order from ashley again.

We purchased a queen bed firm mattress from the local store. Found out it is too firm and want to exchange it. Only to find out they have a No return policy on mattresses. How can someone reliably test a bed to ensure it is a good fit for their sleeping habits?

This is a simple means of not liking the firmness and wanting a softer one. Tempurpedic as well as companies like Mattress Firm have a 90 day or longer exchange or return policy. So for any future purchases it will only be furniture if any.

I ordered a new bedroom on 9/25 and took delivery on 10/14. Delivery was made by 2 unfriendly men that rushed through it all. They left without asking if I wanted to check it all out. Only the bed was placed where I wanted it. Nightstand and dresser were left where they dropped it when they walked in.

When I placed the order with Daniel Ayo, I had told him that I don't want a high bed because my hips are not the healthiest, I want to be able to sit on the bed and my feet touching or almost touching the ground. He said he would take care of it by selling me a lower box spring.

When I went in my bedroom as soon as the installers left, I almost started crying. Bed is way to high, and damage to the headboard. No wonder those men took off in a hurry.

I immediately called customer service to complain about that and that they also took the part to attach to the nightstand for USB connection. (They left the bag cut open but part was gone. I got an e-mail on that part that is was coming in the mail but not received it yet)

I was told by customer service that they would make sure someone would call to schedule an inspection, which still has not happened. I even went to the store to talk to Daniel about it and he said I would be taken care of, including the boxspring.

On Tuesday 11/25 I called to receive an update. A lady called me saying that they can not replace the boxspring because it's to old now and because it is bedding. I wonder if it would have been different If they would have helped me the day of delivery and my complaint. So I asked the lady if I had to buy a new box spring and she said yes.

This is crooked to me.

I'm still waiting for service on the the headboard. If you need video and pictures, I will gladly send you these.

I have the feeling that once you sign your purchase order, service goes out the door.

The video has the damage they made to the headboard,

I would appreciate if someone would help me.

Thank you in advance and have a great day.

We purchased a section, order #[protected], 5/28/2022 and it was delivered 6/16/2022 by a sub contractor who brought it in set it up & left without allowing me time to inspect it. The next day I called the store to advise about the horrible workmanship and that I wanted to exchange it under the Warranty & repair information in the contract we signed stating we had 72 hours to report & address the issue. At that time a very rude woman said I couldn't do anything because I accepted the delivery but they could send a repair person to look at it

Since then we have had at least 6 repair visits and the sectional is worse than ever. The chaise does not connect well to the next piece, cushions do not fit well and are already breaking down & the fabric is falling apart. The repair person has stated more than once that there is nothing he can do about all the issues I have with the furniture. I was told 2 weeks ago more parts were being shipped which to date have not been received. We paid for the 5 year warranty and hope it wont take that long to get this fixed.

February 2022- table delivered

May 2022- first call re warranty regarding damage to table

9/2/22- service tech finally came out (after they cancelled 2 other appointments) to see chips out of table top that were apparent after 3 months. he recommended a new table top, that it was a manufacturer defect and table top was peeling off. he said i’d get a call in 2 weeks.

10/5- never heard back so i called customer care. they reported that my case had been closed even though no one contacted me. apparently service tech said there was normal wear. i requested to see the service log which was denied. i asked to speak to a manager. i spoke with rob who was also would not let me see report and who could not answer my question if normal use should cause significant chipping after 3 months. i asked to speak to his manager. he said connie would call in 48/72 hours. 3 weeks later i have heard nothing.

Yesterday I had a technician from AHM come to my house to replace a cushion on the left side (facing the sofa). Unfortunately when he got here to do the work, he said Ashley Furniture sent the wrong cushion for that sofa. Then today I got a text message from what appeared to be Ashley but might be from the warranty department. They stated that this was not covered because it is normal wear and tear. I know it's not normal wear and tear because I'm the only person that lives in this house and sits on that sofa and I always sit on the right side. I brought this issue to their attention within the first year of the warranty but now that year has passed as of 9/27/22. So I believe part of the reason for not covering it is because of that but honestly I think the real reason is a miscommunication in the technician's report. When he was out here yesterday I made the unfortunate mistake of mentioning how the right cushion is starting to buckle since he put that missing piece of wood under the sofa. He took pictures of that and mentioned it in his report. I truly believe that he might have thought the right cushion was more from wear and tear as that is the side I always sit on; however, it was the left side that he was here to replace but couldn't do the work because Ashley ordered the wrong part (cushion). So even though the company was willing to replace that cushion before today, now they are telling me the technician says it's wear and tear. I don't believe the technician said that, I believe he might have been talking about the right cushion. Nonetheless, I want this fixed.