Ashley HomeStore
Reviews and Complaints

On February 10, 2024, I bought two (2) Power Sofas with Adjustable Headrests (Item: 5930247) at the Ashley Homestore in Pasadena, Texas. I paid $3,224.21 total for both sofas plus delivery charge, protection plan, and tax on my credit card. Ashley’s delivered the sofas to my home on 2/15/2024.
Unfortunately, the Leather material of these sofas has failed. After only 6 months (August 2024), I noticed the Leather peeling. I called your store and the Extend warranty company on August 10, 2024, and after 2-1/2 weeks I received an email stating that the couch was still under the manufacturer’s warranty and my claim was closed. On August 23, 2024, I called Ashley’s customer service and through an online chat they offered me a $167 Ashley’s gift card. I declined that offer and they then offered to repair the sofa. I accepted that offer. Before any repair appointment was set up, I was notified by email on August 24, 2024, that I had no warrantable concerns present and my claim was closed, noting that the failure is a Manufacturing of fake leather. I made one more call to Ashley’s on August 25, 2024, and was told that normal wear and tear is not covered. This is not normal wear and tear! You offer a one-year warranty on all manufacturing issues. Material is supposed to last for years, not months! When I questioned that answer, you had me send more photos, but then ghosted me. I expect Ashley to pick up their defective furniture from my house and refund my money fully!

Worst experience I have ever had at any business! Purchased $5000 worth of living room furniture, a tv stand, a sectional and a (matching) ottoman. We saw everything in store except for the ottoman which was not on the showroom. We told the salesman (Shad) that we wanted to order that without seeing it because he told us it was a MATCHING ottoman. Let’s just say it is not. My couch is grey and the ottoman is green. Not only that but it is cover in glue marks from where it had tape all over it. It is actual trash and it cost $370. After numerous calls and emails I’m told now I have to make a warranty claim to correct it. So I did that and was then told that it was sold As-is so they will not repair, replace or clean it. Nowhere on it does it say as-is or on any of my paperwork. If I can I just want to save anyone else from going through this nightmare I have experienced. Please, please go elsewhere! I will never shop at an Ashley’s again and will shout it from the rooftops! They are liars and thieves.

**** WARNING ****
Never Buy Anything Made By Ashley Furniture and Never Buy Furniture From Ashley. They use a Bait & Switch Scam to deliver Junk. I bought furniture from Ashley Homestore (AHS) which is owned by Dufresne Spencer Group (DSG). As you know, I paid good money for New, Undamaged Furniture. DSG showed up to deliver the furniture. I thought they were delivering what I ordered. Instead they ran a Bait & Switch Scam, by bringing in Broken Furniture and basically running out, leaving me with their damaged and broken furniture. They continued to victimize me by refusing to Refund my money. They Demand and Strong-Arm you to repair what was supposed to be delivered in new and undamaged condition.

I didn't pay for New Furniture, so Dufresne Spencer Group, could send me Broken Junk and force me to repair it.

Dufresne Spencer Group dba Ashley Homestore runs this Scam Nationwide, at all their locations. Do your Research and see the truth. It's not just Dufresne Spencer Group it is actually all of Ashley Furniture is Junk, made in Vietnam, China and other locations, with Cheap Materials and Cheap Quality Manufacturing. Check the BBB, YELP, Google, TrustPilot and FB Group Ashley Furniture Homestore Complaints.

Never Buy Anything Made By Ashley Furniture. The FTC, CFPB, AG and other agencies are starting to see the extent of Ashley Furniture Scams and Fraudulent Business Practices. They are doing this to thousands of customers. Learn the Truth and Never Buy anything made by Ashley Furniture. You will get poor quality junk, broken/damaged furniture and/or be scammed. By the Way...The Extended Warranty Is a Scam, for how they sell it. ! Still fighting after 2 years to get my money back. Kitchen table finish started coming off after 2 months and continues. Don't let them cross your threshold when deliver, because it is yours and they will only "repair" your new furniture.

Ashley Furniture sucks.

Unfortunately, I was unable to purchase the furniture I ordered. My old river house does not accommodate the size of any couches or chairs. I did receive excellent service from the sales representative, Alexandria C. Turner, at the Burlington, Iowa location. Allie answered all questions that I had and went over and beyond. Actually, everyone was so helpful in my plight. I would definitely purchase different items from Ashley.

Helyn from Illinois

Found exactly what I was looking for at my local store at an extremely discounted clearance price. Sales people did a great job! Unfortunately I will not return for future purchases. DO NOT appreciate being subjected to your religious [censored] while being put on hold. Completely rude, inappripriate and offensive to pump this pandering nonsense.. If I wanted Fantasyland I would have headed to Disney.

Rating · 2.7 (34 Reviews)

Kelly Coleman doesn't recommend Ashley (Raleigh Capital, NC).

20m ·

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I purchased a sofa and an end table from Ben at the Capital Blvd., Raleigh, NC location. After arriving back home and viewing the furniture online I realized that I was charged a different price for purchasing the furniture at the store. A total of $280 more than the online price. I then realized that hidden in the invoice that I was sold a warranty for my furniture for another $150. When I returned to the store to speak with management, I was told by Ben that he did not hold a gun to my head and that the charges could not be reversed! Hold a gun to my head ?!?! It is hard to even believe that a customer service representative would use the words " gun to my head " while trying to justify an over charge on my account! It was at this point that I realized Ben did not have a clue on how to resolve conflict. What if all I heard was a gun or a nearby customer heard gun ! I have never witnessed an adult say such a reckless comment! I am asking for someone to contact me in hopes of resolving this situation. The online price for both items is $680 and Ben managed to swindle me out of $1050. All I am asking for is to see the credit card balance reflect what the online price is and the warranty and additional charges be taken off. I still have the screenshots on my phone where the online price is $399 for the couch and $279.95 for the end table. Ben refused to honor this request. He made a slight adjustment after I called back after the purchase, but I am still being over charged by around $300, after the $200 payment on the day of purchase. Just honor the on-line price and deduct the warranty and we will be good to go.

I am still at a loss for words over what Ben said to me. There are a dozen ways to have handled the situation and he chose to say, " Gun to my head". I am at a loss for words.

Kind regards,

Kelly Coleman

I'm furious that I fell for the smooth sales tactics and purchased the warranty. For $299 it was supposed to cover virtually anything that could happen to the sofa and it if it can't be fixed it will be replaced. When we attempted to open claims for damage to the "leather" which is peeling and cracking (checked off as covered) a urine smell from a child that had an accident on it (again, covered on the paper) and an issue with a frame that is bent the only thing that was approved was the frame. This approval came after 3 weeks and the service being scheduled took another 2. 6 weeks later we're having the frame looked at tomorrow. I just hung up with a rep after attempting to reach someone for over a week. The other issues were refused coverage under "terms and conditions." There is no way to dispute this as it's "terms and conditions." Completely unhelpful reps, no way to escalate. Completely against everything we were sold. I feel we were scammed and we will not be making purchases and definitely not adding warranties in the future.

I ordered a$2,000 table on 7/14/23, I gave my card information not realizing the table had not been charged at that time. The estimated delivery date was 8/25/23. I get a text message on 8/19 indicating the table would be delivered on 8/23/23. shortly after i get an email indicated insufficient funds. I called the number immediately and paid the table in full (I thought it had already been paid in full to be fair). Today, 8/22/23 I get an email saying now the table will not be delivered until 9/13/23. 4 customer service reps later and 45 minutes on the phone later I am told they cannot deliver the table until then. MY ADVICE TO ANYONE IS DO NOT PURCHASE ONLINE, GO SOMEWHERE ELSE ALL TOGETHER UNLESS YOU ARE OK GETTING THE RUN AROUND. THEY DON'T CARE ABOUT YOU OR YOUR BUSINESS.

I purchased a sofa at the local sley store on 5/13 and when I check online the price was different from the store price. I call customer service, and they are telling me that I should have asked for the online price. I did virtual messages with agent on 5/14, and they had some else to say. I don't think this is how you handle business with your customers

I am military and purchased a reclining sofa and chair with the warranty, when I was stationed in Houston, TX. I currently live in Fayetteville, NC and needed to use my warranty because the chair recliner is broken and the USB plug no longer works. GBS sent out a furniture repair person and he tried to fix but then had to come back and order parts. I made a follow up call about 2 weeks later and at that time the warranty company submitted the claim! I received a call about 2 more weeks later saying that it had been determined that my chair should be replaced but I was outside of the 50 mile delivery radius of the original purchase location. I asked if they could reach out to the Ashley store here and they said no, the warranty is only good in the purchase area! I would NOT have purchased it being military and knowing I would move. I spoke with a supervisor with GBS and was told more or less I was out of luck and should call Ashley. I have called Ashley customer support at least 10 times and always told that they agree I should get a store credit or check to purchase a new chair but they have to figure out how to do that. I NEVER get a call back and call back a week or so later and am told the same thing. I called again today and was told the decision has been made that Ashley doesn't care and will not do anything for me! THe post exchange sells Ashley furniture and Ashley doesn't seem to care at all about the service members that buy from them!

Did not receive my furniture on time. Tried calling several numbers only to get an automated response with no option to talk to a human. Went to the store and was offered 80% off an accessory. After 2 weeks I finally received my order. Delivery person put most of the trash in my can and left trash in my driveway and sidewalk. Had to take time off work to get delivered. So I lost pay.

Had ordered outdoor patio furniture with premium delviery includes no hassle or haggle to assemble, as it will be assembled on day of delivery.
The delivery guys did not assemble and left it on my patio un assembled.
Left complaint and request with customer care to take care of it.
they are not willing to as well as the store is not willing to, called and talekd woith sales associate vipul kapoor and he said , he is just a sales associate and cannot help.
But the point is they promised and agreed and took additional $350 for assembly premium service delviery.

We purchased $10,000 worth of living room and dining room furniture for our new home at Ashley Furniture Store in Conroe, TX under Sales Order #261F400997 on 1/6/2025. As we have been an Ashley Furniture customer for several years, we were very upset with the quality of the dining room table and a lift-top cocktail table we purchased. The dining room table extends but the leaf that is inside the table was missing screws from one of the hinges not allowing us to pull out the leaf. The screws on one of the hinges on the lift top cocktail table popped out dropping the top on one side with sawdust as if there was damage. We called the warranty department and after almost a month, we finally received a package only to find out they sent a new hinge and no screws. We contacted the Ashley Furniture store in Conroe, TX and were told to file a complaint with the Ashley Headquarters Complaint department at 781-304-6505. We happened to called after-hours and ended up speaking to a Chris, who provided us with his direct number (877-384-6757) to contact him in the morning. When we contacted Chris in the AM of 1/26/25 he advised us to go to the local Lowes Hardware store, and he would provide us with a $500 gift card for our troubles. He had us obtain a Lowes gift card and add $500 of my own funds to the gift card and they would reimburse my M/C $500. Upon providing Chris with the gift card number and PIN, he transferred me to the refund system where I had to enter my M/C number and provide a refund amount, which I made a mistake and hit $5000 instead of $500. To resolve the issue, I used the additional funds of $1500 available on M/C and $3500 using my debit card to refund the $5,000. I felt like I was being scammed but thought that maybe this was correct and my error for keying in the wrong amount and continued with the obtaining a total of 11 gift cards and put $2,000 from my M/C and $3,500 from using our debit card. He stated that it would take at least 3 days before we would see the refunds in our accounts. After checking the gift cards a couple of days later, I realized they all had a zero balance and yet there was no credit back onto the M/C or our debit card. We reached back out to Chris, and he stated we needed to return to Lowes and secure three additional cards and call him when the transactions were complete, and this would settle the issue. His reasoning was that M/C had blocked our account and would not let them send the refund. We contacted M/C and there was no block. At this point we are feeling we were scammed out of $5500 and saw no resolution. We immediately drove over to the Ashley Furniture store in Conroe, TX to inform them of what had transpired. After checking they stated that Ashley will never provide a Lowes Gift Card, they will provide a VISA card via postal mail. The manager at Ashley’s advised us to file a claim with the local police authority and that's when we finally realized we had been scammed. We drove over to Montgomery County Texas Sheriff's Office in Conroe, TX and filed Case #25A065937 with Deputy Woods. They asked us not to contact Chris any longer but to date there has been no resolution to our refund.

Purchased this furniture on 31 jan 2025 from store in las cruces, nm and accepted the delivery on 12 feb 2025. After 12 business days we went to store to complain that the sectional is not comfortable, we sit in the recliners for a few hours and have to get up due to back pains, wife tried to sleep on the sectional and the chair was too hard and she got up after 2 hours with horrible back pains. The store said nothing could be done. We are not happy with this purchase. What can we do?

I bought a recliner September 28, 2024, it was returned a few days later, major issues with my neck on that recliner, my refund was okayed on October 29th, they mailed a reund check on November 8th, still no check, I have been in touch with customer service since October, they keep e mailing whoever is responsible for that check, I'v called the store on Kelly Rd., Salem, N.H., I get no answers, I've asked for the check they mailed to put a stop on it, and either have the store mail me a check, or please have them send me a certified check overnight, I'm so frustrated with this whole thing, I paid cash for the recliner, I don't know why they're doing this, my phone number under this issue is [protected], my name is Janet Marques, 7 Rhoda St., Tewksbury, Mass. 01876, I live on SS, i don't have much money, I'm 79, please, please try to help me get my money bac, thank you, my e mail is also, [protected]@verizon.net, thank you

I purchased several furniture items from ashley's a year and a half ago. Since then, i've attempted to get help with replacing a damaged mattress. I have been directed and redirected to several different 3rd party companies only to end back up with ashley's. The schedule for a technician to come out changes abruptly with very little notice, giving no consideration to customer's work schedules. I finally got an appt for tomorrow between 2 and 5 that I was able to work out with my job to be available. On today, I received a text that the appt time has changed to 10:45-1:45 creating a huge inconvenience for me and my work schedule.
I need to get this matter resolved as the mattress is very uncomfortable and causing back pain. Ashley's customer service has not provided any flexibility or assistance with this issue. This is the worst customer service i've ever experienced.

Purchased the furniture on April 30th. Delivered on 5/9.

5/10 Called customer service spoke to Robbie and told her the massage function on all the items did not work as explained. Robie said that you have to press the lever quickly to move to the next message setting as there are 3 settings . I did that and all it did was shut off the message. Spent 40 minutes talking about other options however there was no resolution other than she would send repair parts for each unit. Time was spend discussing this.

5/17 -called c/s and Robert said the parts were shipped.

5/21 called c/s and spoke to Masive who said parts were shipped no shipping info.

5/24 - called cs and spoke to Ingrid who provided a fedx tracking number

5/27 - parts (2 ) received for one as 5 were needed.

The heating element on all 3 pieces of furniture get to hot and burn my rear end.

The seat back is too stiff

The section of each that holds up the feet compress down and are spongy and not sturdy

purchased B1013-156 10/20/23 Product was delivered on 11/4/23 w/o roll slats; had to sleep with mattress on the floor. 2wks later 11/11/23 roll slats were delivered and installed. Upon getting into bed it made a cracking noise and buckled in the center. The 3 support poles are no longer supporting and in a horizonal position and roll slats are bowing in the middle. I then contacted costumer support in Fredericksburg VA with assembly instructions see part #190663 diagram showing support rails and brackets needed. New hardware was sent with rail brackets but missing support rails (2)see( instructions #190663). Install is scheduled tomorrow 1/13/23. I have called and emailed customer support, left several messages in regards to the missing parts with no response. We are unable to sleep in this bed and am very frustrated and disappointed in your service and product.

Early September put down 1000.00 owing 500.00. Took several weeks to arrive. Once sitting on it the side piece sunk down. Called Ashley's right away and they set up an appointment with a tech to see if fixable. Was given a time of arrival noon-4:00. Tech showed up at 8:30 am, no call or text. Left a note on door saying to call for another appt. Called 800 number, it hangs up. Drive to the store complained and they tried the number same thing, it hung up on them.

2). Set another appt up took over a week again..Tech shows up works on the base, calls his supervisor says cant be fixed. The supervisor made him order a new cushion. I was furious nothing wrong with cushion. The tech also agreed and sent him a text with a picture. I make another trip to store, (not only have I had to take off work each time they have had to come to my home), but the store is far from me also. Terrible customer service. I lost my temper with the store, as the manager had told me how sorry they were and that they would put in a request to replace the end, and would make an appt. on a Saturday, non working day for me. Several days later I got another text saying tech would be out to my home on Wednesday ?

3) Another trip to the store this time I was yelling..seems no one remembered me or telling me those things. I told them this is unnecessary, as we all know the end needs replaced and another missed day of work. They actaully gave me a case number.

4) Tech shows up on Wednesday the next week...no warning text or call. It was the same person and all he did was write notes. Earlier in the week they had a guy show up with a new cushion...I sent him away, and was not n the mood to have a non-needed cushion in my home.

Apparently this is all being pushed on me, saying I am refusing help to get this squared away, because i have had it and lost my temper. When the tech left he told me the corporation would be calling me and will expedite the part of the couch that needs to be replaced.

I have a couch that I paid 1000.00 down still owe 500.00 and have had since early September , and still cannot fully enjoy. I have missed 3 work days, driven to their store 3 times..enough is enough. No customer should have to go through this.

We all know it is about money..and the BS about replacing the cushion, blah blah when its a factory defect.

I am not one to give up so I will continue to fight this. I have not heard a word since the last tech visit..I am sure they think if they ignore me I will go away. No thank you. They need to fix this I wish I had known their reputation beofre buying this couch and wll never buy another piece of furniture from them again. My reviews have just started,

Having purchased a new mattress roughly 14 months ago, I have noticed considerable sagging and bunching. Imagine the cartoon of a woman getting out of bed and her body shape is imprinted into the mattress. This is causing me considerable back pain as there is no support, and both my cervical and lumbar spine are fused; therefore, support is critical.

PLEASE HELP

I bought two swivel bar stools with the serial number [protected]. The fabric has deteriorated and the bar stool has become unsafe. I paid about $300.00 each for these bar stools. Now I know that they are manufactured in China, but I expect to be able to utilize these bar stools. I want my money back. You may contact me at my email address which is [protected]@yahoo.com. My phone number is [protected] and I live in Arlington, Texas.

purchased new frame and mattress on 10/30/23 ordered old bed mattress and boxframe removal ,the delivery people never took the items, approximately 10 minutes before they arrived i moved the items out of the room to the side of my home as i wrapped them in the disposable bags i was supplied with ,within minutes of the delivery people leaving and not taking the items i started emailing , texting and placing calls, i have called customer service atleast 6 times and visited the store where i purchased , and was told every time i would be called for removal of the items , every single time i was never called back, lied to multiple times, yesterday while i was at work i received a text from delivery service they were at my home and couldnt remove the items as they were sitting outside still in the disposable bags the store provided me i called and was told they would not come back for the items because they were outside, they were only outside because your company didnt remove them in the first place i was never told if they were outside they wouldnt take them

RE: INVOICE [protected]

Purchased from:

880 W State Rd 436

Altamonte Springs Fl 32714

The couch and ottoman were just delivered to my son's apartment in Orlando, Florida. The delivery was to Landon Raphael 480 N Terry Ave Unit 0103.

They delivery guys dumped the boxes in his apartment and did not assemble the furniture as promised by the salesperson. I have tried to call the store multiple times this morning and no one will answer. I was placed in the queue for customer service and have yet to receive a return phone call.

I need someone to contact me. My son has autism and he most definitely can not assemble the furniture himself. I live in another state and really don't have time to manage this nonsense.

Either send the delivery guys back to assemble the furniture OR send them back to pick up the furniture and return it to the store for a full refund to my credit card. I could have purchased furniture from Amazon for this service. We specifically purchased this furniture because we were assured it would be delivered and assembled.

Lilka Raphael

[protected]

I ordered a bedroom set (King size Lettner group) in August and received a partial delivery with exception of the chest. They explained that the chest was damaged and had to be reordered. When they brought one a few weeks later, it was the wrong one (youth size). Since then, there is an excuse every week that the chest is damaged and has to be reordered. This has been going on for 3 months. When I decided just to return all of the furniture so that I can find a complete set someplace else, customer service was all too happy to schedule a pickup for the furniture. I don't understand how employees are so enthusiastic about a customer returning furniture and not interested at all in resolving the problem of getting my chest delivered. We own a business, and I am certain that if we had that same work ethic, we would be out of business. This furniture and mattress was almost $12,000 which might not be much to Ashley Furniture, but it is my hard-earned money and I expected more from them.