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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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Newest Ashley HomeStore reviews & complaints

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9:35 am EDT

Ashley HomeStore Horrible bed!

We had our new Simmons Beautyrest Millennium - Veneto King size bed delivered to us on 3-1-08. Only a month after sleeping on it, there is ALREADY a "hole" where we sleep! We complained immediately to Ashley Furniture. Our options are to exchange the bed for a different bed in their showroom (we do not care for the other choices in their store), or pay a restocking fee of $500.00! What a complete rip off! Here we think we are buying a top-of-the-line bed, willing to spend $2300.00 on our investment, and this the customer service they provide! Absolutely no "Hey, I'm terribly sorry this happened. We'll make it right for $2300.00!" We feel like the store should stand behind what they sell to people! Yes, we could contact Simmons for a different mattress. But, after some research, I've found that we are not the only people who have had this problem with this particular mattress. We do not want a replacement - we'd need them every few months! This is so disappointing. We work hard for our money. The economy is bad right now. Here we thought we were making a good decision, and there is absolutely no follow through with customer satisfaction!

Sincerely,
Thad & Jean Carley.

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garytbanta
Milford, US
Dec 28, 2011 6:04 am EST

dont buy a bed from ashley furniture

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tammy02
,
Apr 23, 2008 9:46 am EDT

The Carley's post was submitted to the Head of Customer Care for the Manhattan, KS HomeStore. It has been brought to Ashley Furniture Industries, Inc. attention that the HomeStore allowed the Carley's to return their mattress and receive a refund after a months worth of use.

ComplaintsBoard
V
4:59 am EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

Ashley HomeStore ashley furniture fraud

These guys are rip-offs! The couch set that came to our house is not the same one that we sat on the showroom floor. These guys need to be sued for their bait/switch tactics. Is there a class-action lawsuit that I can join? All buyers beware!

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KillJoy32670
Bucyrus, US
Dec 20, 2010 3:14 am EST

Love the concern by corporate! They know exactly what they are doing. I spent 8k on what appeared to be quality furniture on their floor. What was delivered was complete garbage that is falling apart after 5 months. They should be shut down and sued.

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Lorna M.
cincinnati, US
Sep 14, 2010 2:42 pm EDT

I agree, same thing happened to me. Definitely not what I picked from the show room. The set in the showroom did not sink to the floor when you sat on it. The set that arrived at my house you had to pull yourself out of.

Not to mention how much I paid for/got ripped off. The set is falling apart and I do not abuse my furniture. I have actually had better furniture from a rent to own store. Still have the rent to own set that is in better condition than the set from Ashley's. The rent to own set was bought in 1999, Ashley set bought in 2007.

So, needless to say, when the subject comes up on buying new furniture with family, friends and collegues I suggest they DO NOT go to Ashley furniture. Bad news travels fast and I can say I will never buy there again. Highly disappointed!

Cincinnati, OH - Sharonville Location

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tammy02
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Apr 22, 2008 2:51 pm EDT

The HomeStores and authorized dealers that sell Ashley Furniture are independently owned and operated. We request that you consider contacting the store directly for assistance, if you are unable to get assistance from the store, please feel free to contact the Ashley Furniture Consumer Affairs Department, so we can assist you by contacting the store on your behalf.

Our contact information is as follows:

Email: consumeraffairs@ashleyfurniture.com
Fax: [protected]
Phone: [protected], ext. 5013
Mail: Ashley Furniture Industries, Inc.
Attn: Consumer Affairs
One Ashley Way
Arcadia, WI 54612

You may also consider visiting our website, www.ashleyfurniture.com. Click on “Contact Us” at the bottom of the homepage.

We are here to help!

ComplaintsBoard
H
9:44 pm EDT

Ashley HomeStore damaged furniture

I bought a sofa table from Ashley Furniture (Skamers) and it was glued all over the back. I brought it in to get exchanged and they told me that they wouldn't exchange it becouse I didn't file a complaint within 3 days. Not anywhere on the paperwork i recieved says that I had 3 days to claim any damage! there is suppose to be a one year warranty on the product. The manager (King Skamer) at the warehouse said that the glue on the furniture is not covered by warranty and blamed me for the damages. I called corporate and they did absolutley nothing! I talked with the store manager and he told me I can get my money back but with a 30% restocking fee. I have to pay a 30% restocking fee for a damaged piece of furniture! R U KIDDING ME! WHO WILL THEY SELL IT TO! I have reported them to the BBB and if u have had any problems with them I would suggest you do the same. These guys should not get away with ripping people off.

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harish
, US
Oct 20, 2011 8:15 pm EDT

I purchased a dining set from Ashley furniture(Elmhurst) on 7/17/11. They delivered a damaged table on 8/13/11, I declined and I had to wait for 2 more weeks only to receive another damaged set. I complained to the stores and they say they cannot refund but will try to send another one after 2 weeks. They point to the sales orders terms & conditions which are not consumer friendly. They are least worried about customer inconvenience. The person taking the complaint even tries to say that I have been declining it without any reason or the dinig set has it as a feature and I didnt look at it properly in the showroom. I clearly said that one corner of the table has its wood chipped out.

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andrew625
Henderson, US
Feb 06, 2013 11:47 pm EST

I recently purchased a sectional couch from ashley furniture on martin luther king blvd.I purchased the couch on january 4th 2013 and was told they would be delivered january 29th.Me and my wife also wanted some throw pillows and the sales rep told us to take them to the girls at the purchase counter.We were treated very rudely when we walked to the counter and asked for heip purchasing the pillows, almost like we inconvinced the girl by wanting to make a purchase.That was the least of our problems, January 28th we get a call saying they do not make that couch anymore.I sold my old couches to make room for the delivery and was having a superbowl party in 5 days.We go down to the store witch is 44 miles round trip to pick out new couches and were told sometimes these things happen.I tell the manager he should compansate us for not callling us sooner, he offers 150.00 store credit but cannot use it towards the new couch and recliner we picked out.So I said fine just get me my couches before feb 3rd, he tells me he can get me the couches but not the recliner.So when its time to check out we get hit with 2 seperate delivery fees since the recliner wasnt ready until feb 5th, I decine that and tell them i will just pick up the recliner.So they discontinue my couch then want to charge me twice since the recliner wasnt ready on the same day as the couches i ordered 1 month ago, then they tell me its a 10.00 extra delivery fee for a sunday delivery.I go to ashley today to pick up the recliner with my son and once again treated rudely by the girl out the counter, she got frusterated because i didnt know where to stand to make my pick up. When the guy brings out the recliner whitch is power operated, i tell him i want to plug it in to make sure it works and he says they dont have any plugs by the pick up door and that is covered for 72 hrs if there is a problem.Well needless to say the recliner has no power and doesnt work, so now im back to ahley 44 miles again to take it back and tried all afternoon to have a manager call me back.Im done and at my witts end with this place, left a message for the manager and told he would call me back...To sum it all up the customer service was appauling, was lied to, traveled 160+ miles back and fourth to make my purchases and take back products and be charged extra money for thier mistakes...I will never shop there again and will tell everyone i know not to shop there...

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tammy02
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Apr 22, 2008 2:39 pm EDT

Unfortunately, if we do not hear from a consumer, we are unable to assist. Should Mr. Morales contact AFI, we will review the information and proceed from there.

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tammy02
,
Apr 04, 2008 10:43 am EDT

The HomeStores and authorized dealers that sell Ashley Furniture are independently owned and operated. We request that you consider contacting the store directly for assistance, if you are unable to get assistance from the store, please feel free to contact the Ashley Furniture Consumer Affairs Department, so we can assist you by contacting the store on your behalf.

Our contact information is as follows:

Email: consumeraffairs@ashleyfurniture.com
Fax: [protected]
Phone: [protected], ext. 5013
Mail: Ashley Furniture Industries, Inc.
Attn: Consumer Affairs
One Ashley Way
Arcadia, WI 54612

You may also consider visiting our website, www.ashleyfurniture.com. Click on “Contact Us” at the bottom of the homepage.

We are here to help!

ComplaintsBoard
C
3:08 pm EST

Ashley HomeStore think twice before buying!

First let me say that we have purchased many furniture items from Ashley Furniture - kitchen table, bedroom furniture, couches, etc. As long as you don't have an issue with your furniture, everything is GREAT! However, the most recent purchase of a youth bedroom group brought us more headache than we ever imagined.

Upon delivery and inspection of the furniture, we found that all pieces had damage. The dresser and nightstand drawers were warped and would not shut properly, they were not symmetrical in alignment, and a portion of the dresser was left unpainted. The bed bad slats that were uneven. We called Customer Service immediately to inform them of the damage and they said no problem and they would pick up the pieces and replace them all. Great - so I thought. The driver returned to our house 3 times and never left with the furniture. There was some miscommunication between Customer Service, the driver's manager, and the driver. The end result was that the driver acted rude, arrogant, and refused to take the furniture.

My husband and I made several calls to Customer Service and complained. Upon being given the run-around with the agents, we asked to speak with managers and supervisors. Our requests for this were denied. After being treated this way, we didn't even want the furniture anymore. Well, just try getting a refund from Ashley. After hours of debating with them on the phone and getting denied, we finally called our bank. We used our bank card to purchase the furniture. Luckily, the bank is on our side. They also called Ashley and pretty much got the same treatment as we did. So my husband and I loaded up the furniture and took it back ourselves. At first they refused to take anything back. Their policy is to charge a 30% restocking fee for cancellations - not considering that the damaged furniture wouldn't be re-stocked!

After an hour waiting and arguing, we finally had a conclusion. Ashley gave us our credit for the damaged furniture without charging a restocking fee. Bottom line is, if you get a perfect piece of furniture, all is well and everyone is happy. If not, brace yourself for a knock-down drag-out fight to get what you want. For us, we will NEVER purchase from Ashley again. RTG has great furniture and prices and they have a 100% return within 48 hours policy if you purchase on-line.

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9:54 pm EST
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The complaint has been investigated and resolved to the customer’s satisfaction.

Ashley HomeStore unethical service!

We own a new home that has been caught in the downward spiral of the housing bust! To help recoup some of our expenses, we decided to rent it furnished for Super Bowl week. Rents in our area, close to the stadium, were going for 10-15 thousand for the week... furnished!

Ashley Furniture knew exactly what we were doing and also what our time frame was. We purchased an entire home of furniture on October 19, 2007 and given a delivery date of November 24, 2007, not an approximate date! It was a confirmed date that would include a penalty of $39.99 to reschedule. At NO time were we advised that our furniture was 'custom' made and could take longer to arrive.

We could not take pictures for the internet until all furniture was in place. that was about 3 weeks prior to Super Bowl. By then, most visitors already had their reservations made. We were stuck with a fully furnished vacant home. Our 'tentative' new renters have agreed to leave the furniture in the home even though they DO NOT want it. They must now store their things and we will have 'used' furniture at the end of the lease.

We feel deceived by Ashley Furniture in many ways. They are not ethical.

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Nov 24, 2008 9:48 am EST

Ashely Furniture is a joke...They don't honor there warranty and have poor quality leather...they make up stories and will not work with you...I'm talking about the store in goodyear, Az...I personally would like to sue them

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jansen
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Sep 12, 2008 3:26 pm EDT

I think you are wrong. You are placing blame on a company for some very poor business miscalculations on your part! You got stuck b/c you were trying to make a quick buck. and for Nutz's comment, you are nuttier than squirrel turds. Its furniture people! Not your passport back from Uganda.
There is a reason they are the largest furniture retailer in the US. There will always be outliers (you two). Take responsibility for your own actions. Ethics had nothing to do with the situation

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nutz4apples
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Apr 03, 2008 8:29 pm EDT

The people there work under fear. Many times they can't do what they should do (I'm talking supervisors) because they are afraid of their higher ups who may very well be dumber than they are. So, it's a culture of lies and stupidity there. The most easily understood concepts of efficiency, fairness, safety, integrity, go right out the window many times. They're more worried about the next quotas and profit charts then they are about your "American made" furniture that is partially from China.

ComplaintsBoard
A
12:00 am EST

Ashley HomeStore beware of ashley furnitures!

I have reported Ashley to BBB; so please do so, if you have similar problems with them. I bought a sofa and loveseat from Ashley for $1140; they delivered it damaged, but my wife did not notice it when she accepted the delivery. One arm of the loveseat was heavily damaged. I was told that we had 48 hours to report a problem and get a replacement. When we noticed the problem after I came in, we immediately reported the problem. They said they could only repair it, but not replace it. They said they would replace only if we did not accept delivery. (Why should we accept something to be repaired, when it was delivered damaged even before we started using it?).

The problem is still not resolved (and ashley don't care) and I am waiting to hear from BBB. Please stay off from ashley, they sell poor stuff! Go shop somewhere in raymour or other places.

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Needssleepbadly
Hackettstown, US
Aug 01, 2012 9:52 am EDT

My husband and I have recently purchase a Sealy Mattress from Ashley. We had asked the Jolie Firm Pillow top. My husband called the store and told them what we wanted and was told no problem. He was even told that they had it in stock and we could pick it up that day.(Wrong) When I got to the store to pay all of the paperwork was all done to the point that all I needed to do was to sign. I asked the sales lady several times to make sure that we would would be getting the Firm Mattress. She said yes, every time I asked. I was also sold a mattress protector and was told that I need to buy that in order for the warranty to be valid. I was also told that I would not be allowed to take my mattress home that, ALL there mattress are made at the time the customer orders. I was find with that and I asked just to make sure that I was getting a firm. The sale women reassured me that I was purchasing the Firm and had nothing to worry about. I got the mattress last Wednesday, and everything appeared to be OK. My husband and I thought it unusually soft, and ignored it till I said something two days later. It wasn't until he pulled the bed out and we saw the tag that said PLUSH. I immediately called Ashley and got no respect. I informed them that it was an error on there part not mine. They didn't even want to hear it. The manager even got on and was yelling at me. All the while waiting for a phone call from my sales lady. NO call has come to this day. I ended up calling yesterday and got the nice lady who checked me out. She remembered me and even remembered me asking several times for the Firm Mattress. The sales woman still has not called and now a new manager is involved, Again waiting for a call back. I even went so far as to have Sealy call them. I guess I just have to wait. I just cant sleep another night on this mattress. I just wish Ashley would own up to there mistake and resolve this problem. We were not informed of there return policy either, but we were told that we had 25 day comfort period by another salesperson when we were in the store a week prior. I have to update this with the outcome.

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P Beall
Annapolis, US
Apr 02, 2010 3:47 pm EDT

I agree. Buyer beware. Do not buy furniture from Gardiners in Pasadena/Glen Burnie, MD. I purchased a cabinet from them. When the delivery men came, one of the men was downright rude and disrespectful as he entered my home. He complained the piece was too heavy and he was not going to carry it up the stairs and said, "Where else do I want it?" He told me I would have to sign a waiver so that if he damaged my walls or damaged the cabinet it would be my problem. I told him I would not do that. They have no common sense. The independent delivery company that delivers for them told me they would not deliver it and "thanx for shopping at Gardiners." I am amazed that a delivery service can dictate what is sold at Gardiners! I canceled the order and went to Ethan Allen...better furniture and MUCH nicer people. Plus, delivery is free there, not the ridiculous $100 Gardiners was charging me! If you do not live on one level, don't bother to shop there.

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Sharon Ambrose
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Jan 25, 2008 7:07 am EST

I purchased two leather sofas from Gardiners Furniture in Glen Burnie/Pasadena MD ... they were Ashley products. Both were delivered damaged (one with slits and the other dry-rotted) and replaced within a week ... two days after the replacements arrived my living room carpet has globs of white furniture stuffing all over it. As it turns out the zipper under the arm of the sofa is completely busted and Gardiners Furniture will not replace it again ... this sofa is two days old and I already have a repair complaint. If this is not bad enough I have to wait two weeks for the repair tech to fix the zipper. Everytime I sit a glob of stuffing flies out so I am stuck with furniture that I canot use for the next two weeks ... Thank you Ashley Furniture and Gardiners Furniture!

ComplaintsBoard
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12:00 am EST

Ashley HomeStore peeling leather couch

I purchased a whole leather living room set from ashley home store in frisco on february 19, 2007. I also purchased the 5 year warranty. It was delivered to me on march 5th 2007. What I have is a leather reclining sofa, reclining leather love seat and leather rocker recliner, all the same brand & material.

We have had no problems until this past week. Our furniture is peeling, yes peeling. The salesman assured me that it was 100% leather wherever our bodies touched. I wasn't aware that leather was supposed to peel, it just flakes off. It looks horrible and it's only 9 months old!

Yesterday I called the insurance people and they basically told me that 'peeling' was specifically not covered, although stabbing with a knife was. So if I stab my couch 'accidentally' they will fix it for free for 5 years but since it is defective and peeling it is not covered.

I then called the ashley home store where I purchased the furniture and asked to speak to the manager, they asked why and I explained my problem to them. They then said that I would have to let a customer service person know and they would take care of my problem. I went through the whole speech with the customer service lady and she explained that they would be happy to come and look at my defective furniture and see what, if anything, needed to be done about it. I was very upset and asked if I could just get my money back (since it's already paid in full) or exchange it
For some other type of real leather furniture in their store. They then told me that they would 'repair' any defective furniture or replace the cushion for up to one year then after that I am on my own. They said that peeling leather is not uncommon. On january 11th, the ashley technician came to review the issue. He immediately saw the problem and then started peeling back more of the leather. Now there is a huge 2 - 3 inch spot that is totally peeled away.

He was very friendly and very insightful. He told me that he could replace the one cushion and the other 8 or so spots that are peeling he could 'paint' them when he repaired the cushion. He said that my paint was peeling off of my leather. I wasn't aware that leather was painted. When I showed him other pieces of leather furniture that I own that haven't ever peeled (but show wear) he let me know that furniture isn't made the same way it used to be. He said that in the past things had better quality and held up better.

I also told him of the extended warranty that I purchased that was good for 5 years, but did not cover peeling leather. I told him that didn't understand
Why it didn't cover that and why the manufacturer only covered peeling leather for one year. If it peels, it should be replaced or refunded no matter how long you have had it!

I expressed how unsatisfied that I was with the product and asked if I could just get a refund and purchase quality furniture from a business that stood behind their product. He replied no, that ashley doesn't give refunds anymore. He said it was 'cheaper' for them to hire someone to go 'repair' it, even if it was numerous times than to refund the money back to the customer. I asked him if he had anyashley furniture in his home, he replied no maam, I wouldn't have any of that furniture in my home. When I asked why, he said that it wasn't good quality. That is pretty sad when your own employee says that about your products! I need to get this resolved, as I don't want a couch with an orange circle on it in my family room.

After hearing the technicians advice and knowledge it made me wonder why anyone does business with ashley furniture. I know one thing, I will not be back. They need to have higher standards and make sure their customers are happy, then they would have a great referrals and repeat customers.

I have filed a complaint with the bbb and they sent it to "tom" and he emailed back saying that since a 'technician' was scheduled to be at my house on the 11th he considers this issue resolved. I don't think so!

I called the credit card (which happened to be the store card) and wanted to dispute the charges, they said I couldn't dispute unless ashley refused to 'repair' my couches. I asked if painting fake leather meant repair, she didn't answer. Needless to say the account is paid off and cancelled and I am telling everyone I know to never do business with ashley furniture again.

I thought it was odd that the other 3 leather pieces of furniture that we have owned for years has no signs of peeling whatsoever and looks better than my 9 month old ashley furniture!

Read full review of Ashley HomeStore and 211 comments
Update by Jennifer Maxwell
Apr 25, 2008 4:21 pm EDT

I just wanted to make everyone aware that Ashley furniture did come through finally! The ONLY reason things worked out so well is the wonderful assistant manager Shannon Loya in Frisco. He helped me tremendously, as did Susan Juarez. I appreciate their time and concern with my problems. I ended up getting a full refund, after my second brand new sofa had major defects. I got my check in the mail yesterday. THANK YOU for listening and helping get my problem resolved.

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Kristina in Georgia
, US
Sep 16, 2023 10:07 am EDT
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Same thing here. Salesman used bis spiel about why "blended leather" is better then bonded leather to sell me a sectional, and in the next two years it had started to crack. By the third year, whole sections were peeling off. I had bought the five-year protection thing but they said it didn't cover this, and that if I did get a covered problem, they would replace only ONE cushion or section (even though at least four were destroyed). Absolute worst furniture experience of my life and I would never let anyone buy from Ashley again.

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Noreen McCormick Danek
, US
May 24, 2022 8:41 pm EDT

I had the same exact problem. They replaced one of my questions on my sofa after two years of use it was cracking on the inner sides of the cushions on the reclining areas. They only replaced it because they had an ad online that said cushions 100% leather. Well, it’s two years later again. After five years and replaced cushion. It’s all cracking again. It’s pretty much junk. I will never purchase another product from Ashley furniture again. They should just write that their sofas last two years before cracking.

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How Tse
Quincy, Massachusetts, US
Jul 23, 2021 8:21 pm EDT

Ashly advertised the sofa set as a leather sofa but it is not! Ashley lies about its products.
It must be reported to the attorney general for a false advertisement to the consumers. They should not advertise as leather when it is PVC vinyl. I pay for $1800 for a set of leather sofa. It peels within a year, with terrible workmanship, and cheap material! Ashley is cheating their customers.
The liar must be punished.
We must organize a class lawsuit about this company and have it shut down.

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Kw$
Maple Grove, US
Nov 20, 2021 4:17 pm EST
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Replying to comment of How Tse

Hello I purchased Ashley furniture as well. I have a red 2 piece set. My son and I rarely sit in the living room so it wasn't used alot. After I moved family in and the furniture started being used more I noticed small sections cracking and from there it just started peeling really bad. I find pieces of the "leather" everyday when I am vacuuming. I would definitely be in foe starting a class actions suit against this company. I spent 1800 on this set. I have had furniture that was way cheaper last me for 6-7 years.

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Pleasereplacemycouch
, US
Jan 18, 2019 6:50 pm EST

I have a sofa and loveseat reclining ste that almost has no “leather” left. I purchased it for just under 2, 000. In Houston. Not only does the flaking
Make a mess, but now I’m left with a couch set that looks horrible...but is a constant reminder of How much I spent on something that looks more like something someone put on the curb for trash. Ashley furniture used to be a name synonymous with quality items... which is why I purchased from them. I too purchased a warranty and it didn’t cover this type of wear. I’m embarrassed to even have company over.
I sure wish a representative would contact me and make this purchase experience Better and replace my set.

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Tigrenok
, US
Oct 03, 2018 6:22 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Call Al Ghadban, Sr. Regional Manager, [protected]
Gary Donovan, Regional Manager: [protected]

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sfcjerrydavis
, US
May 17, 2018 8:52 am EDT

I purchased a Sofa and Love Seat Red some kind of simulated leather from Ace Hardware in Ellijay, Georgia. Can't remember date but within a few months the side of the sofa that I sat on started to Peel. I had not used the rest of the seating areas. I informed Ace Hardware about this and was told to contact Ashley. I called Ashley and was told this was not covered. I should have pursued this farther but did not as I am older and hard for me to do these things. After a while I tool the sofa apart and got rid of it. I started to sit on the Love Seat and within a few days the Love Seat started to peel. This is the worst furniture I have ever bought. I know nothing will ever be done about it. I just want as many people as possible to know the lousy quality of this furniture. I am on a fixed income and a Thousand Dollar loss on a Sofa and Love Seat is a hard blow. I got no help from Ace Hardware or from Ashley so just gave upl

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sdslick
, US
Jan 12, 2018 5:01 pm EST

I paidvcash forva ashlry livingroom suit. the first yeaar they replacedv the back of the chair. now it is peeling again. the couch and sofa both arevpeeling. w; are retired and on a fixed income and I am stuck with a piece of junk. my old suit was 15 years old and looked better than this junk

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Secretary Debbie
, US
Jun 23, 2017 2:58 pm EDT

It is common knowledge in our town not to buy from Ashley. Their furniture is sold in rent to own stores. I mean, give me a break! Their customer service is horrible! They now have rent to own in their stores. That's how they stay in business. It isn't repeat business. Let's start a class actio
Lawsuit. I know where to start. I have a seven thousand dollar leather sofa, and two chairs. My chair is horrible. Of course, it is the same story with everyone of us. I'm ready for a class action lawsuit. That way the government can get involved and they can pay all of us and get everyone their money back. There are so many that have not even posted online. If you go through town, you can hear about it. Email me if your interested in a class action suit testerteamaticlouddotcom I wrote out my email so that spam bots could not surf and load up my email.
Thanks,
Renee
Kingsport, TN

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Daytona Barb
, US
Jun 22, 2017 12:54 pm EDT

My leather sofa, which I was told is definitely not bonded leather, is also peeling and the 7 year warranty which I purchased separately does not cover peeling. I also purchased a mattress set. Boxspring was defective and Ashley replaced it. The problem is that the part of the mattress directly above the defective area of the boxspring has never risen up. It is still sloped down but not 1 1/2 inches so Ashley will not replace the mattress. The bottom line is that I will never step foot in Ashley again.

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NatalieAnnRC
, US
Jun 13, 2017 12:55 am EDT

We have had the same issues with Ashley Furniture as the OP complained about. We spent a small fortune on a total of two sofas and a love seat from a store in San Antonio that were advertised as 100% genuine leather on the cushion portions, and all three have significant peeling - one sofa is almost completely peeled to the point where basically all that's left of the bottom cushions is the fabric-like material they bonded the cheap fake leather onto. It is an eyesore and an embarrassment whenever we have people over and we've just now ordered new sofas from a different manufacturer. The two sofas are not even the same models as they were purchased at different times for different rooms, but it seems ALL their "real" leather pieces are crappy fakes and peel the same way. I now despise Ashley Furniture - they are a fraud and knowingly mis-advertise their products. I will NEVER EVER again set foot in one of their stores.

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12:00 am EST

Ashley HomeStore rip off!

Please be aware of Ashley Furniture and their business practices. I canceled my order in what I thought to be time where the furniture in no way could have been manufactured - though they said it was and was on its way though they offered no proof of that. So anyways - I said yes to the store credit whereas they wanted it to be for the whole purchase amount - including warranty, delivery and sales tax. After a call into a NYS agency - merchandise credit is on merchandise and not on services or sales tax (esp because it was never "collected"). So, we agreed to a true merchandise credit. Well, after much-to-do between Ashley and the credit card agency used for the gazzilion months of no interest, it all was messed up - so Ashley said "screw her" and did the restocking fee of 20%. I am not sure what rocket scientist did the math but where they got their 20% from I can't figure it out because no matter what way I do it, my math and their does not equal. So after so more investigation - again the 20% is only on merchandise. A call to the store confirms that 20% restocking is on merchandise only and not on warranties, delivery, or sales tax. So... if you are one of those who opt for the restock fee (because like me I don't EVER want to do business with this company again!) - check the math. Fight back - they are trying to get more money out of you. File your BBB complaint - I am astonished as to how many of these I have read online and yet look at the BBB website and find only a handful of complaints filed against this company. For one, I would like to see this business out of NY as they have shady business practices, poor workmanship, and even poorer "customer service".

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Ashley HomeStore slow & incomplete delivery!

We bought a kitchen desk (secretary & hutch) on Sept 10, 2007 at the Winston-Salem store and were told it would arrive in three weeks. Several calls and four delivery dates later and we finally received the item on December 29, 2007. They changed the delivery time three times the day of delivery and took from another customer's order to make ours whole because part of it was missing or damaged. I suspect they had done this with our order and had filled other customer's orders for Christmas with ours, hence the reason for the delays. When the item finally arrived, we asked the delivery folks if it didn't fasten together for safety sake and they said definitely NO. When they had left, we found the assembly instructions in a drawer with four screws but the brackets to attach the desk to the hutch were missing. We called the delivery driver back and they insisted that these brackets didn't exist. Even the store manager at the store made the same claim. I offered to send him a copy of the instructions and diagram send with the furniture showing the missing clamps for the back of the piece. It will probably be months before we ever see these missing parts if we ever get them! Do not buy from this company! If it looks too good to be true, it probably is!

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Chuck H.
Winston-Salem, US
Jan 29, 2009 10:33 am EST
Verified customer This comment was posted by a verified customer. Learn more

I am the store manager in question from the Winston Location and have been at the Winston-Salem AFHS since it opened and I have personally attempted to contact Mr. Hill regarding this posting and have received no response to date. Ashley Furniture of Winston-Salem, NC has a outstanding reputation for our prices, quality and service with all of our Thousands of very satisfied customers.
Chuck H.
GM W-S AFHS [protected]

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12:00 am EST

Ashley HomeStore Poor furniture quality!

I had the misfortune of purchasing a leather reclining sofa and chair from Ashley about 2 months ago. Of course we tried the sofa out in the store before paying, what is to us, a significant amount of money for the sofa, chair, and tables. When we received it and sat in it, it was like sitting on a park bench - the most uncomfortable furniture I've ever placed my butt into. I checked the receipt to make sure it was the same furniture I tried out in the store - it was. I complained to the Customer Service website and was told that the stores are independently owned, so, they aren't really Customer Service at all. The store manager said the sofa needed to be broken in. Well, it's been 2 months and we are still sitting on top of the seat cushions. Does it take 6 months, 9 months, a year before the furniture is comfortable? That's ridiculous! This furniture will never be comfortable and I made the major mistake of buying from Ashley Furniture. Please don't buy anything from them - they sell crap and don't care whether you're satisfied or not!

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In agreement
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Mar 29, 2008 11:57 am EDT

I'm in the same boat. The furniture I sat in at the store flet great so we purchased it. Now that I have it, I wish I had my old sofa back. The Ashley piece is nothing like what they had in the store and they don't want to fix it or replace it or give me my money back. Its a terrible company. Small claims court here I come...

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12:00 am EST

Ashley HomeStore damaged sofa!

Sofa and love seat were delivered and placed in room immediately by delivery people, and everything looked fine. My wife while cleaning a vent noticed that there was damage on the back corner of the leather sofa. The damage could not be seen from the front or side. The delivery people had to see the torn area. Ashley would not have any responsibility for the damage and said it was not their problem. I had the 5 year protection plan but they said since it was a delivery problem it was not covered under that plan. Shop at a reputable furniture store like Haverty's to avoid this problem.

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tammy02
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Feb 19, 2008 1:57 pm EST

The HomeStores and authorized dealers that sell Ashley Furniture are independently owned and operated. We request that you consider contacting the Ashley Furniture Consumer Affairs Department, so we can assist you and the store in reaching an acceptable resolution.

Our contact information is as follows:

Email: consumeraffairs@ashleyfurniture.com
Fax: [protected]
Phone: [protected], ext. 5013
Mail: Ashley Furniture Industries, Inc.
Attn: Consumer Affairs
One Ashley Way
Arcadia, WI 54612

You may also consider visiting our website, www.ashleyfurniture.com. Click on “Contact Us” at the bottom of the homepage.

We are here to help!

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12:00 am EST

Ashley HomeStore Poor product, service and return policy

I was never informed that ashley furniture store had a no return/refund policy. The sale rep should inform the customers about the return/refund policy. I can remember asking about the merchandise and the return policy. I was informed by my sales rep that if I have a problem to just contact him and he will see that the problem will be corrected. Will you know that a lie. My sales rep have yet to return any of my phone call. Everything about ashley furniture store and its employee works on false lies.

I filled this report today 12/11/07 with the better business bureau.

Problem/delivery date: 12/11/07 @ 4:50 p.M. Among many before today's date. Purchase date: 11/05/2007, model #: d396-15, payment amount, payment amount $744.76, bankcard full payment. I purchased a dinning room set on the date listed above. This complaint has nothing to do with the sale rep. My complaint is with delivery and customer service. I had to have them to change out two table top and the third one that was delivered today is also damaged. The glass top is coming from the manufacture damaged. On today I informed the delivery drivers that the glass top was damaged and I ask them to take it back and they said they will have to leave the table top with me since the damage is a manufacture problem and that I had to follow the instructions on the bottom of the invoice and that he (One of the drivers, the younger one) were going to contact customer service to inform them of the damaged table top.in making sure that the problem was report within 24 hours. I contacted customer service myself and I was informed that since I accepted the table top into my home, that they will have to send out a service rep to inspect the problem. The sad part of the problem is that the drivers refused to take the table back. I listed on the invoice myself that the glass was damaged!

My problem is the inconvenience that is upon me. I stood home today (12/11/07) waiting on delivery, now they are telling me that they need to send a service rep out to inspect the problem on tuesday, 12/18/07 (No time provided to me at this time, I have to wait until monday, 12/17/07 to get a time on when he can come out). Now I have to take off from work on tuesday for the service rep. After the service rep come out and see that the problem can not be fixed. I will have to take off when they replace the table top that is currently sitting in my home. My problem is the time i'm missing from work without pay. I feel they should have just taken the table top back, inspect it and order another one.

Please allow me to inform you that the merchandise is not being inspected before it leaves ashley's furniture store warehouse. Each time they've brought the table top to my home, the box was cut open right in front of me.

Upon speaking with marsha in customer service on 12/11/07 at 4:53 p.M. Right after the delivery drivers left my home. She refused to re-order another table top and strongly stated that a service rep need to come to my home. I asked about returning the entire merchandise back. Ms. Marsha informed me that I was stuck with the merchandise and that they were no return policy once the merchandise enter my home. It is well aware that I have been have problems with the each glass top that has enter my home. The first problem was a piece of inbedded inside the glass and the second glass top was glue inbedded inside the glass and with the third glass top that is sitting in my home also has glue inbedded inside the glass. I requested to speak with a manager, she sent the call to amy torres voicemail at 5:05 p.M. I left a message with ms. Torres and yes, she returned my call at 6:05 p.M. She also stated that in order for them to correct the problem that service rep needs to come out. I asked/requested that they send the delivery drivers back out to get the table since they refused to take it back and they can have the service rep to inspect the table top at the warehouse. Again, I am held responsible for them (Delivery drivers) not taking it back. She stated no that the service rep need to come to my house.
After the service rep finds that the problem can not be corrected that he will inform them to re-order me another table top.

Bottom line is that I would like to have a full refund back and not deal with ashley furniture store anymore. Its like they take your money and you (As the customer) are not a value customer anymore. You become # to them. Excuse my french. Your assistance to this problem will truly be appreciated. Thanking you in advance.

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Ashley Furniture
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Dec 12, 2007 12:20 pm EST

Ashley Furniture HomeStores makes our return policy clear on the sales order signed by the customer. Usually when an item appears to have damage from delivery or a manufacturing defect, a service technician is sent out first. This is also stated in the warranty brochure that comes with the furniture. The table was exchanged without inspection the first time out of courtesy. After inspecting the glass top that arrived back at our crossdock, no defect was found in the glass. The service technician will inspect the glass and if finds no defects, the glass will not be replaced.

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Ashley HomeStore bad customer service...

Ashley Furniture delivers more than just furniture.

Back in June my husband and I purchased around $5,000 worth of furniture from Ashley Furniture (at the Brentwood location) for our new house that we were building. We purchased a new bed, mattress and box springs, nightstand, kitchen table and 4 chairs, and another table and 5 chairs.

The first issue happened when we were looking over our final receipt at home to make sure everything was rung up correctly. That is where we found that the sales person forgot to ring up our bed (head board and foot board, which really was not that big of a deal) and the mattress we purchased had the wrong purchase price listed. That day there was a promotion on mattresses. If you purchased a mattress and box spring you got $200 off. Well our mattress was $1599 before the promotion and it should have been $1399, and so we are off as a family back to the store to have this corrected. We get there and ask for the sales person who rang this up to have him correct this and ring up the bed that he forgot. After an hour we walk out with a new sales receipt showing a mattress for $1399 and the bed included. So at this point we think everything is okay.

Delivery day comes with a bang. Since I had several deliveries that day along with representatives from different utilities over I keep the front door open most of the day. Ashley Furniture delivery people make their presence known by walking straight through the front door ignoring me as I was telling them hello, walked through the house like the owned the place and stopped in the Great Room with his hands on his hips and asked me rudely where I wanted the furniture. I know I should have remembered all the furniture that I had purchased but since it had been a few months I couldn’t remember. (I also had other furniture being delivered that day so I couldn’t remember everything. I had a lot going on along with keeping up with my 2 year old and a newborn.) When I asked what the furniture was they started quizzing me on why I couldn’t remember $5,000 worth of furniture and also questioned me on how I could pay x-amount for the different pieces I did purchased and how could anybody pay $250 for a chair. I thought that was rude but didn’t say anything until my husband caught one of them urinating in our driveway. Still we didn’t say anything.

The following night when my husband and I are crawling into bed we notice that they delivered the wrong mattress. (We didn’t notice it the day before because delivery people were missing the bolts to put the bed together and had to come back the following day.) It turns out that the Sales person fixed the problem himself by ringing up a mattress that was $200 less instead of getting his manager to correct the sales price for the mattress we really did order.

I go to the store manager, Robert. He was great in correcting the mattress but never did offer anything for the lies, cover-ups, and the pee in my driveway other than a “sorry”.

Okay, you’re thinking how can this get worse. Well we noticed 3 weeks after we get the furniture that we haven’t received our bill. (They also had a promotion on financing which we took advantage of.) I called the store and they sent me to CitiFinancial. This is where I found out that the store started billing process one month (funded the transaction on Sept 12, 2007) before I received the furniture (Oct 19,2007). We were told that billing starts the day you receive the furniture. So CitiFiancial sent an invoice to our new house that was being built that we didn’t even own yet…we didn’t even have a mailbox until the day after we closed. The invoice was sent back and then they sent a new invoice to our old house that we hadn’t lived at for almost a year. By the time I found out what was happening they were days away from turning it into the credit bureau.

I went to the manager Robert once again stating my frustration over the whole ordeal. At this time I stated that we had purchase an extra 5-year protection plan in the amount of $249 for our furniture and we wanted that back. We were told once again by their trusty sales person that if you don’t use it you could turn it in and get your money back. At this point I’m being told that I could only get it as a store credit and not cash.

Now I ask you why would I want to give them my $250 that I was told would be mine. Robert the store manager says he will have to go to his regional manager for the final okay to get my money back but states that it shouldn’t be a problem and that I should get it back after all of these problems.

This afternoon I got my answer from Johnny Hunter the regional manager and it wasn’t pretty. He stated that, “Why would I want to give her her $250 back if I can’t keep her as a customer?” That is just wrong. I might have gone back to Ashley furniture in a few years but now that I see how he feels for me as a customer. Why should I?

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Ashley HomeStore delivery failures

I ordered furniture for delivery around the first week of November 2007. They set the delivery date for November 23 between 1-5:30. No problem except it was the Wednesday before Thanksgiving (just bad timing for me). There is no movement of the delivery time - whatever the magical computer says is what it will be and you just have to take it. So that same magical computer told the customer care people to call me twice to confirm this delivery time. -which both times I confirmed. The afternoon of the 22nd I get a call from Ashley stating that not all of my pieces had arrived and would be delievered at a later date.

Items ordered: Sofa, loveseat, recliner, two end tables, coffee table, dining room table, and 6 chairs - total $3,900.00+
Items Received on "promise" date: Sofa and loveseat.

New delievery date was set for December 5th - 2 weeks later. I got a call this weekend (Dec 1) to confirm my delivery and setup a time between 8-12. I agreed - cleared my work schedule and made arrangements to be at the house. Yesterday - Dec 3 - another confirm call and again I confirmed the date.

And now we come to today - the dreaded day before delivery. Aparently their magical computer system for scheduling does not really know ANYTHING. Because again I get a call that NONE - not some - NONE of the remaining pieces have arrived. How is that companies like UPS and FedEx know EXACTLY where my stuff is from point A -> Z but Ashley cannot lay claim to their own inventory! Needless to say they want to push is out to Dec 14th. Which I assume will be the next possible delivery attempt. I have a call in to customer care - I hope to hear something shortly. The beauty of the Ashley Furniture buying experience is that the Magic Computer knows everything and you can NEVER get to a person who holds responsibility or can make change. They always lean on that computer as the cause of and answer too all of the problems. Good Luck - I hope to eat at my table before Christmas. My recommendation - go somewhere else!

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Ashley HomeStore - exchange or refund policy!

On Nov. 17,2007, purchased a simmons mattress set from ashley furniture for 1091.00. The sales rep never informed us that there was a no exchange or refund policy on the mattresses. On Nov. 24th our mattress set was delivered and there were no problems with delivery. My husband and I slept on the mattress that night and woke up the next morning very...

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Ashley HomeStore Terrible service!

This is my first experience with Ashley Furniture. I visited and purchased a dining room set on August, 26, 2007. At the time of my visit the salesman, had the contract drawn up... when it was completed, he said there is no need to read all of that I'll tell you what it says and where to initial. I should have read the contract because what he failed to tell me was there is a NO RETURN/REFUND policy. The dining room set was delivered on 9/7/07 and I inspected it for scratches and saw none... immediately after the delivery guys left, I noticed that there was a gap between the ends of the table and the middle section on both sides of the table... I immediately called Ashley (only 15-30 minutes after delivery), that was when I learned they had a no return policy. I was told that a technician would be sent out to determine if my brand new table which I paid $744.22 could be REPAIRED. In the meantime after closer examination of the table, one of the end sections was stained a different color.

Two weeks after delivery the technician came out determined that the stain is called "green wood" (I think) and that the gaps could not be repaired. At that time I told him I wanted a new table that I didn't pay for a repaired table. He noted my comment on his paperwork (I failed to get a copy of it).

9/26 - Ashley's called said they had received the technicians report and a new table top had been ordered and it was take 7-10 days for it to arrive.

Since 9/26/07, I've taken off from work on 2 different occasions to meet Ashley's delivery guys and both time the table top had the same problems and I refused the delivery. On two other occasions, Ashley's has called to say another table top was ready for delivery and had to call back and cancel the delivery because both of those table tops are damaged. I hear from Ashley's furniture more than I do from friends and family. I will never purchase anythings from Ashley's again and I tell everyone I know not to purchase from their store. At the time of this writing it is November 24, 2007 and I still do not have a suitable dining room set. Today, I will file a complaint with the BBB.

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Justin
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Aug 13, 2008 11:45 am EDT

my goodness people...u act like u re buying henry-don i have news for u your not!Ashley furniture is not of top quality it is a value!if you were to buy furniture that looked just like it at haverty's or robb and stucky the same look would run twice as much, of course probably better quality but for the look it is a fair price so stop griping!Granted the homestores customer service is terrible if ur going to buy ashley furniture look at some of the mom and pop stores alot of them carry ashley furniture or can get anything you see in the homestores and even save u alot of money!I used to work at a high end furniture store and will tell u everything that comes into a furniture store has some kind of something wrong if you look hard enough even the higher end goods.so remember you get what u pay for. ashley furniture makes decent furniture for the money.also most people dont know that most all furniture companies are having furniture made in china now having it shipped to the warehouses in america and stamping their name on it...some of the lagest importers of chinese goods in the furniture industry are broyhill, ashley, lane, and so on...so please think before you post another ridiculous complaint...if its destoyed then yes you have a legit complaint little scratches or nix can be fixed and unseeable to the naked eye...so please people i beg you stop being complainers!and have a little patience...most of that stuff comes on a slow boat from china litterally so if it comes in with a little scratch just remember it traveled ove 4, 000 miles to get to you!

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Tim Fielding
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May 15, 2008 10:58 am EDT

I just had the worst buying experience ever. I cancelled the order and was glad to pay the cancellation fee so that I never have to step foot in that store again. Stay away.

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Paul Guan
,
Mar 05, 2008 7:07 am EST

The customer service is horrible. We bought a brand new quick size bed from the Frisco store in early Feb 08. After we received the delivery and installation, the bed is shaky. We have been contacting customer services with the assistanct of store manager, the customer services did NOT even call back to take care of the issue. Horrible experience. We will never shop this store again. Never!

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Terry Sims
,
Dec 11, 2007 6:28 pm EST

Correction to the above statement. I STRONGLY AGREE!

I was never informed that Ashley Furniture Store had a NO RETURN/REFUND POLICY. The Sale Rep should inform the customers about the return/refund policy. I can remember asking about the merchandise and the return policy. I was informed by my sales rep that if I have a problem to just contact him and he will see that the problem will be corrected. Will you know that a lie. My sales rep have yet to return any of my phone call. Everything about Ashley Furniture Store and its employee works on false lies.

I filled this report today 12/11/07 with the Better Business Bureau.

Problem/Delivery Date: 12/11/07 @ 4:50 p.m. among many before today's date. Purchase Date: 11/05/2007, Model #: D396-15, Payment amount, Payment amount $744.76, Bankcard Full Payment. I purchased a Dinning Room Set on the date listed above. This complaint has nothing to do with the Sale Rep. My complaint is with Delivery and Customer Service. I had to have them to change out two table top and the third one that was delivered today is also damaged. The glass top is coming from the manufacture damaged. On today I informed the delivery drivers that the glass top was damaged and I ask them to take it back and they said they will have to leave the table top with me since the damage is a manufacture problem and that I had to follow the instructions on the bottom of the invoice and that he (one of the drivers, the younger one) were going to contact Customer Service to inform them of the damaged table top. In making sure that the problem was report within 24 hours. I contacted customer service myself and I was informed that since I accepted the table top into my home, that they will have to send out a service rep to inspect the problem. The sad part of the problem is that the drivers refused to take the table back. I listed on the invoice myself that the glass was DAMAGED!

My problem is the inconvenience that is upon me. I stood home today (12/11/07) waiting on delivery, now they are telling me that they need to send a service rep out to inspect the problem on Tuesday, 12/18/07 (no time provided to me at this time, I have to wait until Monday, 12/17/07 to get a time on when he can come out). Now I have to take off from work on Tuesday for the Service Rep. After the Service Rep come out and see that the problem can not be fixed. I will have to take off when they replace the table top that is currently sitting in my home. My problem is the time I'm missing from work without pay. I feel they should have just taken the table top back, inspect it and order another one.

Please allow me to inform you that the merchandise is not being inspected before it leaves Ashley's Furniture Store Warehouse. Each time they've brought the table top to my home, the box was cut open right in front of me.

Upon speaking with Marsha in Customer Service on 12/11/07 at 4:53 p.m. right after the delivery drivers left my home. She refused to re-order another table top and strongly stated that a Service Rep need to come to my home. I asked about returning the entire merchandise back. Ms. Marsha informed me that I was stuck with the merchandise and that they were no return policy once the merchandise enter my home. It is well aware that I have been have problems with the each glass top that has enter my home. The first problem was a piece of inbedded inside the glass and the second glass top was glue inbedded inside the glass and with the third glass top that is sitting in my home also has glue inbedded inside the glass. I requested to speak with a manager, she sent the call to Amy Torres voicemail at 5:05 p.m. I left a message with Ms. Torres and yes, she returned my call at 6:05 p.m. She also stated that in order for them to correct the problem that Service Rep needs to come out. I asked/requested that they send the delivery drivers back out to get the table since they refused to take it back and they can have the Service Rep to inspect the table top at the warehouse. Again, I am held responsible for them (delivery drivers) not taking it back. She stated no that the service rep need to come to my house.
After the Service Rep finds that the problem can not be corrected that he will inform them to re-order me another table top.

Bottom line is that I would like to have a full refund back and not deal with Ashley Furniture Store anymore. Its like they take your money and you (as the customer) are not a value customer anymore. You become ### to them. Excuse my French. Your assistance to this problem will truly be appreciated. Thanking you in advance.

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Terry Sims
,
Dec 11, 2007 6:21 pm EST

I was never informed that Ashley Furniture Store had a NO RETURN/REFUND POLICY. The Sale Rep should inform the customers about the return/refund policy. I can remember asking about the merchandise and the return policy. I was informed by my sales rep that if I have a problem to just contact him and he will see that the problem will be corrected. Will you know that a lie. My sales rep have yet to return any of my phone call. Everything about Ashley Furniture Store and its employee works on false lies.

I filled this report today 12/11/07 with the Better Business Bureau.

Problem/Delivery Date: 12/11/07 @ 4:50 p.m. among many before today's date. Purchase Date: 11/05/2007, Model #: D396-15, Payment amount, Payment amount $744.76, Bankcard Full Payment. I purchased a Dinning Room Set on the date listed above. This complaint has nothing to do with the Sale Rep. My complaint is with Delivery and Customer Service. I had to have them to change out two table top and the third one that was delivered today is also damaged. The glass top is coming from the manufacture damaged. On today I informed the delivery drivers that the glass top was damaged and I ask them to take it back and they said they will have to leave the table top with me since the damage is a manufacture problem and that I had to follow the instructions on the bottom of the invoice and that he (one of the drivers, the younger one) were going to contact Customer Service to inform them of the damaged table top. In making sure that the problem was report within 24 hours. I contacted customer service myself and I was informed that since I accepted the table top into my home, that they will have to send out a service rep to inspect the problem. The sad part of the problem is that the drivers refused to take the table back. I listed on the invoice myself that the glass was DAMAGED!

My problem is the inconvenience that is upon me. I stood home today (12/11/07) waiting on delivery, now they are telling me that they need to send a service rep out to inspect the problem on Tuesday, 12/18/07 (no time provided to me at this time, I have to wait until Monday, 12/17/07 to get a time on when he can come out). Now I have to take off from work on Tuesday for the Service Rep. After the Service Rep come out and see that the problem can not be fixed. I will have to take off when they replace the table top that is currently sitting in my home. My problem is the time I'm missing from work without pay. I feel they should have just taken the table top back, inspect it and order another one.

Please allow me to inform you that the merchandise is not being inspected before it leaves Ashley's Furniture Store Warehouse. Each time they've brought the table top to my home, the box was cut open right in front of me.

Upon speaking with Marsha in Customer Service on 12/11/07 at 4:53 p.m. right after the delivery drivers left my home. She refused to re-order another table top and strongly stated that a Service Rep need to come to my home. I asked about returning the entire merchandise back. Ms. Marsha informed me that I was stuck with the merchandise and that they were no return policy once the merchandise enter my home. It is well aware that I have been have problems with the each glass top that has enter my home. The first problem was a piece of inbedded inside the glass and the second glass top was glue inbedded inside the glass and with the third glass top that is sitting in my home also has glue inbedded inside the glass. I requested to speak with a manager, she sent the call to Amy Torres voicemail at 5:05 p.m. I left a message with Ms. Torres and yes, she returned my call at 6:05 p.m. She also stated that in order for them to correct the problem that Service Rep needs to come out. I asked/requested that they send the delivery drivers back out to get the table since they refused to take it back and they can have the Service Rep to inspect the table top at the warehouse. Again, I am held responsible for them (delivery drivers) not taking it back. She stated no that the service rep need to come to my house.
After the Service Rep finds that the problem can not be corrected that he will inform them to re-order me another table top.

Bottom line is that I would like to have a full refund back and not deal with Ashley Furniture Store anymore. Its like they take your money and you (as the customer) are not a value customer anymore. You become ### to them. Excuse my French. Your assistance to this problem will truly be appreciated. Thanking you in advance.

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Ashley Furniture
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Dec 04, 2007 8:23 am EST

Ashley Furniture HomeStores has offered Ms. Lowry a refund of her delivery fee and to deliver a replacement table. We will work to find a time and date mutually convenient for both parties and inspect the table throughly before delivery.

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Emily
,
Dec 02, 2007 9:50 pm EST

I really hate that there is no RETURN/REFUND policy in Ashley's Furniture Homestore. It is just ridiculous. I purchased a soft & a loveseat from Ashely Furniture. It was just delievered yesterday, and it was way to big for our livingroom (i mean it can fit in it, but it looks soooo unporpotional. it's hidious) and so right away, i went to the Ashely's. And they were like "oh i'm sorry we don't have a return policy, call the customr service". i really want my money back and i want to get rid of the sofa/loveseat out of my new livingroom! What can i do?

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12:00 am EST

Ashley HomeStore not upholding warranty.

I have had my furniture for less than a year. It is falling apart. I have made several attempts to resolve this issue with Ashley Furniture to no avail. I am holding a public protest at the ashley Furniture store in Mesquite, Texas on Black Friday (day after Thanksgiving). If anyone wants to join us, please feel free to come by. Thanks.

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Ashley Furniture
,
Dec 03, 2007 8:42 am EST

Ashley Furniture HomeStores has picked up Ms. Ballard's merchandise and did process the refund back to the card the merchandise was purchased with. Unfortunately, Ms. Ballard called after the refund was sent to let us know the account number was not valid. Ms. Ballard was told to contact her credit card company with the old and new account numbers and they will be able to trace the refund and apply it to the correct account. Ashley Furniture HomeStore can provide a copy of the refund slip, but it is up to the credit card company and the consumer to have the refund posted to the correct account.

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12:00 am EDT

Ashley HomeStore company treats their employees with no respect

I am friends with an employee of Ashley furniture and when construction began on our new house, the decision was made to furnish it with new furniture. We wanted to work with your employee (i.e. our friend) so we visited her numerous times, maybe 10, going over color schemes, size issues, motif, etc. She had actually been to our home while it was being constructed so had a definite idea of what and where things could be furnished. She was very instrumental in our continuous patronage of Ashley. Once our decision was made, we arrived at the store not realizing that she had not come in to work due to illness. Being our friend as well as a vested party of our purchasing decision, I called her cell phone to let her know we were looking for her. She said that she would come in to handle our purchase, over $8000 worth of furniture. Also, being our friend, we were well aware of the Ashley commission structure and wanted to work soley with her with this sale so she would get a full credit. While we waited in the store, one particular employee would not take no for an answer even after we told her that we were waiting on our friend to come in. She insisted she was only doing the credit application and our friend would get full credit. It has now come to my attention, my friend did NOT get full credit and had to split it in half. As a business owner, this seemed ludicrous when I found out the way Ashley employees are treated by their management. For close to a year, we had talked about this purchase and now we think our purchase from Ashley was a mistake. If a company treats their own employees with so little respect, I have to ask myself how will they treat me or any other customer? As far as my wife and I are concerned, we may decide to cancel the order completely and definitely spread the word about how disrespectful Ashley Furniture Homestores are. Repeat customer are always key (remember I am a business owner) but Ashley won't be getting any more of my business.

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Lovetexas
, US
Apr 14, 2016 1:32 am EDT

Ashley is the worst company you can work for ...store managers feel they own you and the world. They pick favorites who they favor working schedules for and love to put employees down in front of new hires. To top it off if you are a women...everything is great until the day you become pregnant. Once the news of your pregnancy are out that's it for you my friend...nothing but harrasment and if your store supervisor is like mine...you can bet your life at work will be a living hell once he/She knows you are expecting. They have no mercy speacialy for pregnant women...once pregnancy news are out HR/supervisors start looking very closely to all the tardiness & absences you may have to write you up and fire you even if in 6years of being employed you've never had a write up Trust me you will once they know matternity leave is coming.
Due to necessity... Some stay...the pay is decent. That's the only good in Ashley.

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oaklandCali
, US
Jul 29, 2015 12:40 am EDT

I worked at Ashley Furniture and would get great feedback from customers, but that didn't stop consultants and my boss at Ashley from creating a hostile environment, when I was the only woman on the sales floor they would interrupt me and tell me to go clean. I watched everyone above me lie to customers and do really upsetting things. Also the things most stores do to try and get people to buy they did like mark the price up and then say sale ending today only to do the same thing again and again. Every bad thing I have read on here about this company I have seen from working in the store as well, and then some. As for the quality of the furniture customers came in and told me that to beds broke and basically all the things that we were trained to believe we selling quality products, weren't true at all. All the general managers care about is making money and it shows...also there financing is a scam too

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Angie Quintanilla
, US
Jul 22, 2015 3:54 pm EDT

Ashley delivering system is no good because is run by a group of thief the they don't care about the customer or the owner op the works 16ours a day and all they do is charge the poor guys the go out and waste there diesel for nothing somebody needs to do something about it claims and claims all day this people are making lots and lots of money please somebody needs to take control

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The phantomspeaks
Chattanooga, US
Jul 08, 2011 10:09 pm EDT

I'm a FORMER Ashley employee (delivery driver) in Chattanooga TN who was not only harassed by another employee assigned to my truck, and who was the "pet" of the manger of the warehouse, but also BY THE MANAGER (AN OPENLY RACIST PERSON) himself! I endures MANY hours of disrespect IN FRONT of customers from this punk HALF my age, and though I observed the company's policies regarding complaints, I was the one FIRED when I wrote to HR and CORPORATE AFTER launching NUMEROUS complaints against the co-worker in question! NOT ONCE did I hear from HR during my process of using the "Chain of Command, until AFTER I was fired and bot the manager {Webb Camola} and the co-worker {Chance Norton} still had jobs! And even when HR DID decide to respond, it was to inform me that they did not discuss such matters with "Employees, NON-EMPLOYEES, or FORMER employees! Well guess what sports fans...THEY'RE TALKING NOW! I'M SUING! AND YEAH...I'M WINNING!

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ex-ashleyemp
Edmonton, CA
Jun 30, 2010 4:57 pm EDT

I worked at the Ashley Furniture run by The Dufresne Group in Edmonton. They recruited me, I took the job and it was a huge mistake. Right on par with jumping out of a plane without a parachute.
They lie about customer sales, in fact when you are the second associate to help a customer and end up going through a lot of work with them you regularly lose out entirely on the sale. If a customer is simply greeted by a "Sales Professional" that initial contact labels that customer as theirs. Now, the staff regularly "dump" a customer they feel to be free loading and try to grab a promising one. You now have a customer wandering around without assistance and as soon as they choose something and want help try to grab anyone near by. That second associate who does _all_ of the work, save for handing a flyer, is forced to split and on many occasions loses the sale entirely as punishment for stealing that customer.

Yes I know welcome to commission sales, however this is typical management behavior and the behaviors encouraged by their corporate structure. The break structure is common throughout. Not just in the DC location. You are instructed that you're entitled to an hour in breaks but are denied that. It's like going back to grade school, not one minute longer than the 1/2 hour. If you are a non-smoker you are not entitled to taking your 15 minute breaks, they're "not necessary."

After going through their training program you're lead to believe that all of the furniture is manufactured in Wisconsin. It is made in China. All of it which is why the product fails. The fabrics fade, the joints weaken and separate, the finishes scrape off, the leather gets scaly. They even try to market pig leather as cow hide. The poor Muslims out there beware! Even the sales associates are not aware of the leather origins. Management doesn't know!

If it's leather, DON'T SIT/TOUCH!

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ashleysweatshopworker
, US
May 13, 2010 11:30 pm EDT

I work for Ashley in the DC located in the Houston area. To the guy speaking about respect for the employee's, you hit the nail on the head. I work for 8.25 per hour, get a 30 min. lunch, that is stated in our hand book to be for an hour. Can't be one min. late without a write up, and to top it off they are about to move the DC clear across town 32 miles away from where we are located and they are not giving any raises. Oh yeah and they want you so sign an illegal paper stating if you are going to move or not. I HAVE GOT TO FIND ANOTHER COMPANY THAT CARES!

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Khan
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Mar 21, 2008 9:35 am EDT

The furniture of the Asley really sucks . I have bought Asley leather love seat and sofa . it suck s, just after 2 months the leather color faded away and the the leather started scaling . its under warrenty, its been 8 months and i havnt got any solution from them or the store Pilgrim where i bought the sofa . i am going to throw away that sofa . think hundred time not just twice before buying anything of Asley or from Pilgrim

ComplaintsBoard
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12:00 am EDT

Ashley HomeStore pick up times

I just read all the complaints on Ashley Furniture. I bought Libray latters which all were in good shape. My problem was when I need to reschedule the date I could pick them up. I was told that if I did not pick them up on the date given, they would send them back and I would have to reorder. I was only looking at a couple of days difference and not asking them to keep the merchandise any longer than that. When we loaded the furniture, there was no personnel to help. As you know, they are very heavy and it was just two women lifting the 3 boxes.

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12:00 am EDT

Ashley HomeStore worst furniture ever!

We purchased a couch that has built in recliners from Ashley in Greenwood, In. Total cost with warranty was 1400.00. It is only me and my husband and we both work long hours so we rarely use the couch. Upon settling into our new home (having the couch for less than a full year), we noticed it was falling apart. Seams were unraveling, the recliner mechanisms were failing making it difficult to close, casters were falling off the ottoman, buttons falling off, staples not properly placed were shredding the backs of the seat cushions, the spring fell in the middle section to the floor, the arms are lose, and so on. We attempted to contact the company to fix it. The did not return the calls, we tried to use the warranty-that company would not honor it. We went into the store to speak with the manager and demand money back for selling us the non-existent warranty- He refused and offered to send out their service team at cost to us! We the called the corporate company to complain and they contacted the store and demanded them to send out an tech. He took one look at the couch and said it was trash. He then ordered all new parts and said when they came in he would rebuild the couch in our living room. That was last December! Now I have couch parts and a trashy couch littering up my living room and I am still having to pay the rest of the 1400.00 off for a couch that I will have to turn around and replace.

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Angry gal28
, US
Mar 08, 2011 1:44 pm EST

We bought a new sofa in january of 2010. didn't get it until the end of february 2010. in may 2010 the right side reclining mechinism broke. we couldn't get it to go down. we literally had to shimmy off of it, stand in front, push it straight in and then push it down to get it to close.

i called the # the sales lady gave me for the warrenty. they asked me who was sitting on it when it broke. i told them my husband. then they asked me how much he weighs. i told them 320lbs. they said that because he was over weight, that it wasn't covered by the warrenty.

then in september the seat on the left side broke. i was literally sitting on a lean because the board broke. i called them back. they asked me who was sitting on it. i said me. then they ask me how much i weigh. i say 267lbs. then she asks me how OFTEN i sit on the couch. i told her that i'm disabled and sit on it most of the day because of my back. then she told me that i exceeded the NORMAL use warrenty of the sofa and it wasn't covered.

then just two weeks before the anniversary of the safa purchase, the middle cushion came apart from the frame. i didn't notice it until 2 days later when my 2 year old got her foot trapped between the steel frame while she was sleeping. it took us 20 minutes to free her foot. so i called them a third time. they inform mr that because i didn't report it when it happened that it wasn't covered.

i tried to explain to them that i haven't even had this couch for a year and it was broken in 3 places. they then inform me that because the place i got it from is going out of businees that they can't help me. i tell the lady that all warrenties are still in effect even if the store goes out of business because the warrenty is with ashley. she laughed at me and said " good luck with that!"

ashley is the worst furniture ever. and they don't care that we the customers pay so much for furniture that we are convinced into getting because the sales people tell us we have such a great warrenty. it's all bogus! i would give this couch to a homeless person, that's how bad it is. and i've only had it for one year and 10 days!

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Rick Goza
,
Dec 16, 2007 11:48 pm EST

Sounds about right... my sofa is falling apart and the "elite" warranty company said they won't cover it because its normal "wear"...

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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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.