Ashley HomeStore

I ordered the furniture over the phone on 6-30-20 with Aaron Brown the sales rep. He added in the protection plan, with out my approval. I called on 7-2-20 to discuss why this was added in. Aaron stated the protection plan would replace any furniture that would break over the 5 years and if we didn't use it, it would be used towards a credit on our next purchase. I never received the protection plan information. I texted him multiple times and called and would not respond.

At the time of the order, Aaron assured me that all pieces would arrive by 7-28th and that the one dresser and headboard may be delayed 2-3 weeks, but all should come in. This information is WHY I chose to go ahead and order the furniture as we had sold our current furniture and coordinated that sale based on this information. We received all pieces 7-28 except the headboard and tall chest dresser.

I was notified that the headboard and dresser would not arrive now until Sept. by me calling customer service due to never hearing back in August. Due to all the delays and misinformation, we were forced to sleep on the floor for 3 months.

I was then notified it would be October. I received tall door chest and headboard on Oct. 10th. The dresser two doors will not shut. The delivery man tried to fixed and stated we will need to order you a new one. I signed that the hinges did not work and they would replace. See attached photo on bottom right. I never got a call so called a week later inquiring when this would be replaced.

Customer Service stated that they were not aware and would place an order. Later found out by calling again, that this dresser is discontinued. They then said they would replace the doors and they would be in 2 weeks. Made 2 additional calls and stated it would now be two months. At that time, I stated I do not want this set as it is NOT a complete bedroom set with one dresser unable to use. I cant resell the set for what I paid and would like them to pick the whole set up and provide me a credit. Customer Service stated all sales were final and they do not accept returns. I said, even those that I signed damaged and was told would be replaced? I even have a protection plan, and that can't cover it? I didn't damage this set, you sent it damaged. They said all they would do is sell "as is" for a 10% off. A bedroom set needs to match and having a major piece where the doors will not shut, they pop open, it a huge issue. I cannot find another piece to match it, which brings the entire value down of the set.

I have never seen such horrific sales practices and a company that does not stand behind their products and services. I spent over $3600 on a set and can't even use it as well as the protection plan. I asked to cancel this protection plan and they said I would have to do this on my own. I called and left messaged with the service plan and never heard back. So again, the integrity of their products, services and gross manipulation of sales practices has left me the customer not getting what I purchased.

I will not accept paying for this entire purchase. I need the credit of the service plan($282.16) and the dresser($899.99) that is non-functioning at the very minimum. I have made over 20 phone calls to their customer service and spent endless hours trying to resolve this on my own. I am finding that after hours of calls and 6 months of trying to resolve this on my own, I have no other recourse then to file a dispute. The sheer arrogance and lack of acknowledging that they mislead me with false information at the time of purchase and then to later keep manipulating and providing false information to make sure I didn't cancel the order is unbelievable. NEVER once was I told this was a FINAL sale. Even when delivered, the delivery team said not to worry that the piece that the doors didn't shut, will be replaced. They ASSURED ME.

I received a call 2-3 weeks ago. The Ashley customer service representative inquired if I would be willing to accept 20% off the dresser and sell "as is". She was aware of my dispute and said that this would be what they would want to offer as a resolution. I was appalled at the offering and said, no I am disputing this for the reasons I mentioned above.

I will look forward to the final resolution and appreciate you working with the vendor.

See below and attached invoices. The below is what is needed credited at a minimum. The phone calls and signed delivery sheets stated that this was delivery damaged and should justify a credit for both. The service plan needs to be credited as well as I never received it and was sold that this would replace ALL damaged furniture for 5 years, which is fraudulent as it isn't correcting this situation.

B8712-48- $824.99
Service Plan: $282.16

I have tried several ways to cancel a $1, 291.45 order placed via my PAYPAL account dated 11/10/2020, without success. Your order has NO cancel button on the PAYPAL menu page. Please cancel the order immediately. My name is Jon Williams, my phone number is [protected]. My email address is [protected]@gmail.com.I do NOT recall making this order. Please cancel it immediately!

We paid for two separate deliveries: 1 chair and 1 ottoman. I want a refund for delivery fees.

This is our second order with Ashley. Again, our delivery date promised was December 17. Now, it is January 6 and 23. Ashley offers a poor customer experience. If they quote a deliver date, and tgis changes, they should contact their customers. Horrible service.

Unless resolved, this is our last purchase with Ashley. We are highly disappointed.

About 3 weeks ago I purchased a complete bedroom suite for over $4000. I set a delivery date. They said they would confirm the delivery 3 days prior to date. Never received a call. On the expected day of delivery I called and the automated system said my delivery had been rescheduled for Dec 9th because the mattress they had sold me (as available) was backordered and would not be in until Dec. 1st. I told them I needed a Saturday delivery as I work during the week. They set up my delivery for Dec 12, but advised I call back around Dec 5 to be sure mattress had arrived in warehouse where all my other items were sitting waiting to be delivered. I called back on the 5th and they said the mattress set was still on backorder and now expected in on Dec 8th. Today I called back and they said mattress set was not in the warehouse yet and that even if it came in today they could not verify it was there until 48 hrs after it arrived in the warehouse. That would be the 10th - the day before my rescheduled delivery. I tried calling the store directly to see if they could help informationally and the call just reroutes back to their toll free customer service number. The recording as I waited on hold various times said to go to ashleydirect.com for order status. That website doesn't seem to exist. The recording also said I could go to ashleyfurniture.com and message them there. I went there and tried to set up an account to login to my order. It said email already existed, but password not right. I selected reset password and I got an email saying to press the button below to reset password. There was not "button", but I clicked on everything including RESET PASSWORD and none of the links were active. It said if help needed to contact customer care at 866-436-3393. Keep in mind in all these attempts to communicate there are prolonged waiting times on hold. Customer care put me on hold, came back and said they couldn't help but I should call guest response call team at 866-787-7930. I was on hold for 10 minutes, then a recording came on asking me to rate their response to my request on a scale of 1 to 5 and then the call disconnected! At this point I don't know how to confirm mattress is in and all items will be delivered this Saturday. So frustrating and my back now hurts from sleeping on my couch for two weeks. This had taken a lot of the joy I initially had over the purchase of my bedroom set and as a result I would not recommend Ashley Furniture to anyone because of my inability to communicate with them to get clear answers and because of the poor delivery system they seem to have (i.e. not confirming delivery, then rescheduling me with a random date they picked before checking with me as to whether I would be available on that date).

Hello we purchased a couch and love seat August 30th 2020. We have received the love seat and are waiting on the couch. We were told because of COVID that there would be a delay on the couch and delivery would be November 30th. We did not receive our couch on November 30th I called and was now told February of 2021. We would not have bought this furniture had we known we would not get our couch for six months. I feel we were lied to in order for them to get the sale. I need this couch before Christmas. I would like to receive a call from a manager. [protected].

The only reason I gave it one star was because I had to to post this reveiw. Ashley Furniture will gladly take your money in full. Two months later they will call you to schedule your delivery. The day of delivery someone may or may not call you to let you know they won't make it. They will try to deliver on a day you're not home. Then you will call to make another appointment for delivery. They will make you sit all day again with no attempt to call you. This is exactly what happened to me. The day of the 3rd attempt... they were suppose to deliver between 8-12. At noon I called to see when they will be there. They told me my furniture was on backorder. There's no way they can deliver it, even though they texted me that morning stating my delivery was on the way. they tried to give me another date to deliver but at that time I lost all confidence with anything they had to say. I cancelled my order. I wasn't going to sit around another day and waste it. I don't know how you can treat customers like this. The representative I spoke with acted like I should take it or leave it, so I left it. I will never purchase a thing at this store.

I received my Ladonna bed on Oct 8th 2020. Everything looks good and lights work on headboard. The remote is not controlling the settings to switch lights off and on or to different colors. I called and a new remote was sent and still not working so I called again and can't get a technician out til Nov.24. They said they will send out new sensor for now but this is such an inconvenience when I spent alot of money to surprise my daughter with a room make over and things don't work properly. They may just need to send a new headboard. Please help.