Ashley HomeStore
reviews and complaints

Dear Sir/Madam

I am writing to inform you of my unhappy and unsatisfactory service your company has provided with regards to my recent online purchase of a dining room set. Ashley Furniture has a great reputation for quality furniture and service and this is why when I bought my first home last month I chose your company for my first big purchase. Not only is your delivery policy (and pricing) overpriced, it doesn't make sense with regards to what happened in my case.

On October 14th I purchased a Sommerford Dining Room Table and Chairs online. The Confirmation# is [protected]. The cost was $1136.95. Due to the fact I went online to shop after work at 9pm the stores were closed and I had no option to run to Ashley shop near me or to call to see if I could pick up the items and save the delivery fees on the table. The sale was in place until midnight and I had no one to contact before it ended. I paid a $199.99 delivery fee for the table! The chairs were sent separately. Three chairs assembled perfectly. The fourth had a bolt that would not connect the back to the chair piece. I emailed and the company said they would be sending a new chair back shortly.

The table was delivered yesterday afternoon by a very courteous driver. He was very professional and had the table set up in no time. I showed him the chairs and explained what I was told by Ashley about the fourth chair and he said it seemed to him that it is not the back on the chair that is the problem - it is the threading within where the bolt connects on the chair portion. So, at this point I am waiting on a replacement part for a chair that most likely will not fix the problem and I still cannot have company to my new home because I don't have seating for everyone. He suggested that I contact the company to send me a new chair. This may not sound like it is a major problem to solve or worthy of follow up but this is very important to me. This was my first big purchase for my home and it has turned into a negative first experience and completely changed how I feel about supporting your business with future purchase. After the driver left, I attempted to call customer service last night and after being on hold for an hour I was connected with a customer services rep who could not help me. He said they would NOT send me a replacement chair because they are only sold in pairs. I don't care if they are sold in pairs. My chair is defective. The phone rep said they "may" take off my shipping charges but I would have to speak with upper management to get that credit and he would connect me. I was on hold again for another 20 minutes and then the call was dropped. This is not only annoying but customer service practice at its worst! I have never felt so completely disregarded and that my patronage of your company was insignificant.

To add insult to injury, I went on the website today to attempt to find someone to email and I see my entire purchase cheaper today. My total would only be $1173.83 instead of the $1453.93 I paid. Plus, delivery is now stated to be $99.99! It sickens me to see this. I paid $280.10 more and I still don't have a complete working set!

I trust this is not the way that Ashley Furniture normally does business and that you will bring my concerns to the appropriate management in your Customer Retention Department. I would like to continue to be a loyal customer of Ashley Furniture and hope that you will follow up via email or phone with me. Since I am just starting my life as a "homeowner" I'm sure I will be needing many more furniture pieces in my near future. Please contact me. My phone number is [protected]. You have my email address. I would like compensation for my ongoing problem and I would like assurance that I will receive my fourth chair part (or entire chair) as soon as possible. I do not want to go through this again if they send the incorrect part. Please advise as soon as possible. Thank you for your time.

**I got a one line response saying ___The delivery fee is not refundable as the table was delivered and assembled. I'm sorry for any inconvenience this may cause.
Thank you,
Caitlin, OCC Agent****

Really? Terrible Customer Service responses and lack of any type of empathy for problem.

On September 15th I went in store made an order for a two sectional. My scheduled delivery was October 8, 2019. I called to check on the status of the delivery and my order had been canceled. I did not cancel the order I'm not sure who did. Then I had to go re-sign paper work get another delivery date for November 5th. When I called to get the time frame I was told the sectional could be delivered on the 2nd then within minutes I got a call back and was told that wouldn't work and the 5th was still the delivery date. Then I got another call saying that wouldn't work and they could do Wednesday. I've been getting the run around all for a sectional. Not to mention nobody explained anything about my payments or the credit card I received. Everything was really really vague and everybody is all over the place with no answers and I've been waiting and waiting for the sectional. I haven't even gotten the sectional and I'm having problems already. I just had a bad experience with this and I probably will never return to that store and particular because I'm not all the way sure it's the actual company. This is really upsetting.

We had a delivery scheduled and when we set up the delivery we were told we would get an estimated delivery time with a 2 hour window we got a 10 minute call before arrival and then showed up in like 5 min we missed it by not much and then was told they should still be able to deliver that day but then called and said they wouldn't and we would have to schedule at least 5 more days out when our bedroom was already torn apart waiting for the delivery. They made no attempt to work with us. We have cancelled the order and now will not be doing business with your company. You should really remember that you are providing a service that as the consumer we are paying for we were not unreasonable in our request. It is extremely disappointing.

Be warned. DO NOT purchase the furniture protection plan from Ashley Furniture. It's a total rip off. We were told by the salesman that it covers pretty much everything except cat damage. They cover all spills, stains or damage and if it can't be cleaned they replace it. Well that's total BS. My dog had an infection and pee'd on my couch. I made a claim and after so much aggravation they finally agreed to send someone out. A so called technician showed up with a cheap we worn out bissell carpet cleaner that was less powerful then the one I own. They did a quick pass over the stained pillow and said all fixed which it wasn't. When complaining and trying to have them replace the vision I was told I was out of luck and not covered. Be warned. The protection plan is total bogus. Don't purchase anything from Ashley Furniture. Not a happy customer here.

My husband and I moved recently and purchased a living room set pindall the salesperson talked me into it I personally have bought Simmons before. Now when I went back to big lots for the shay dresser and chest I was told it's a old style they don't have it so I looked on line target had a excellent price I purchased the items WHAT A MISTAKE. The chest is so chipped up and scratched up now my dresser is here and a very large dent in front I will not return theses items first my husband and I are in our sixties,
It took all we could to get it in from our garage. I'm have to get the night stands so all bedroom pieces match. I will never buy Ashley furniture again. I work in customer service so rest assured I will give my opinion of your product. I know nothing will be done because you will tell me just return it. After two flights of stairs and giving old set away, we will use these pieces of damaged ugly furniture.
Karen Bassaro
2490 Evergreen Drive
Indiana PA 15701. [protected]

Bought a mattress on Saturday. Took over 2 1/2 hours for them to figure out paper work and for the people doing it to bother to get back to the Store off break. After paying a delivery fee of almost $60, i was told it would be here Wednesday. I took a Vacation Day to be here for the Delivery. Afternoon, and still not here, i called the store to be told by the Rude Lady with an accent, that it was in fact NOT on the truck Today and wouldn't be here until the 30th! Needless to say, i am getting a refund and going somewhere else. This place is a joke!

delivery was done was sloppy and not very well .Put my furniture together wasn't done right on a lot of what I bought . Some was damage and some was not put together with the right tools or not put together at all . Furniture wasn't brought in to my home with care . The furniture doors came open carrying them in and got my wall in my home while carrying them . My night stand have hot glue and wood damage on them as well . On both night stands . My bed has a leg that is not straight on the under neath part . My night stand came with charging port that where never installed. Had tags on a lot of thing that where
Never cut off . There were staples in under my night stand end tables . Kitchen table was put together with a electric drill not with the tools they suppose to put it together . I even said that's not the tools you put that together with . So am sure my screws on the table are stripped. They left plastic and part of furniture all threw my home . They never took pictures of any of things I bought to put on file . Now to my store order of lamps I never new when I would get those and never was given a tracking number . Finally received my lamps last week . I have a cow hide rug that I do not have a tracking number for . I was told by costumer service I should have been provided with tracking numbers for drop shipped items . Your store I was dealing with they were helpful when I order my furniture and was professional. After I started having problems I felt like I was dealing with adult children who did not know how to do there job or communicate with me . I do feel I should not pay for delivery fee or Assembly fee as well . I do feel I should pay for any of the furniture that is damage. I do not know what else is damage in my furniture that I receive. The delivery people never took pictures of my furniture to put on file and was very unprofessional on how they did things . I don't feel I should pay for this furniture after being ran in circles . This has been going since I had the delivery. The damage furniture I didn't find until yesterday. I had part of furniture all threw my home and they left a big mess . I would like this to be taken care and made right . I don't feel how I was treated was fair . As of right now I will never do business with Ashley furniture again . I spent 11 grand and financed it. I don't feel after all the run around I have been given I should have to pay for any of this now . I hope you can make it right . Thanks Sara
[protected]@gmail.com

I ordered a dining room table and 2 arm chairs and 4 dining room chairs, via the website. The chairs were delivered to my by UPS, one of the arm chairs had stains on it and one of the dining chairs were not go together because the holes were not lined up properly. They had to resend new chairs. The table was delivered on Friday, Oct. 11th, when the delivery guy opened the box, the corner of the table was crushed. They rescheduled a delivery for Oct. 15th and when that table was delivered, it was missing the brace to hold it together at the bottom. It was also delivered in a box for a TV stand. The delivery person told me "that sometimes when they attempt to deliver something to someone and they return it because it is the wrong item or something, the box might be damaged and so they put it in another box, which is probably why the part is missing". I was dumbfounded that they were bits and piecing a table together to give me. I also noticed at that time that they legs of the table were scratched. They told me that customer service would contact me in about 24 hours to reschedule a delivery. I called customer service, on hold for 25 minutes, spoke to one person, transferred to another person and was told that there was nothing they could do until the delivery people brought the table back to the warehouse and someone would contact me in a day or so. I called back later and they offered to get a table out to me by Sunday, Oct. 20th! I cancelled the order and will never use Ashley Furniture again and will make sure I share this story with everyone I know so that they don't get taken by these people. Still have to wait 3-5 days for my credit card to be credited for the table that they went ahead and charged me for. NEVER BUY ANYTHING FROM THIS COMPANY!

We purchased two couches, a dinning table and chairs and a shelf on september 12, 2019. We called 2 weeks later to check status and was told that they would deliver it in the following monday. We waited and no furniture. We call back on tuesday and was told it could take up to 4 weeks for the furniture to come in. They called the following week friday (now 3-weeks) and was told they could deliver the furniture on tuesday, my wife told them she was not available but would be home on friday morning only. The scheduler said she would wld schedule it in an 8-12pm timeframe. On thursday of the same week she was told they were delivering the furniture on friday evening. She told them no because she was not available and didn't want to wait 2 more weeks when she would be available. She told them to cancel the order and was told to call the store. She called the store and spoke to mr. Steward and was told we would have to pay a restocking fee ($800+) because he didn't believe his scheduler wld have told her she would schedule it, btwn 8-12pm. I went to the store and spoke to mr steward and was told again that we were refusing delivery and wld be charged restocking fee. What a nightmare and huge mistake. All we want is our $4210.00 money back. Poor customer service and have to wait a month to get your furniture.
F alvarez

The minute our 5 year warranty was up all the leather started cracking and peeling. The furniture is in our second living room and barely used. It's like brand new as far as function but looks horrible! Must be very cheap leather. I've had other couches for 10 to 12 years and they still aren't doing that. Will never buy from Ashley again. We bought 2 recliners and two couches. Is there anything we can do to salvage these?

Bought several items from Ashley Furniture approx. 4-6 weeks ago. Most Items arrived 09.27.19 in which the delivery men left their trash on my curb, along with leaving my daughters dresser unassembled. My daughters day bed was delivered 09.28.19. The delivery men were very pleasant but unfortunately Ashley did not send all the parts. Upper management assured that a new man would bring the missing parts and while he was there he would also finish the build out of her dressers. He completed her dressers and then when it came to the bed he realized they still did not send the supporting slats for her mattress. Management again said they had the correct parts and would be coming back out to complete the process. After a 6-7 all day process the man came back to find out they did not send the correct slats for the daybed. At this point it was almost 9pm. He left assuring I would get a call from a supervisor. I have yet to receive a call and they continue to tell me that they will call me back. I called today 10.01.19 and again was advised they would call me back. I am waiting on a call from the supervisor Mioshi... Anyone know how to go above or around these people to get higher assistance. Pay to much money to be given the runaround.