Ashley HomeStore
reviews and complaints

My husband and I were in your Pewaukee location on Saturday Jan. 9th 2021. Our complaint is how belittled we felt working with your associate Doug Campbell. We were wanting to purchase a new mattress, had a budget we wanted to stay within. Doug at many points, told us to "SAVE OUR PENNIES" in order to get a good mattress. We told him, we have the money, we want to stay within a budget because we had other things we needed to take care of. I dont feel like we should have to explain WHY we wanted to stay within a budget to him or to anyone else. I had also tried many of the mattresses and wanted to make sure we had the correct one for both myself and my husband...at one point I made a comment that one of the mattresses was FIRM and he said "No its not, its plush" I said, well it feels too firm for me, he proceeded to once again say "NO, its not" We looked at the name of the mattress that we liked, and he proceeded to tell us that the other stores that deal with this name brand, will not be allowed to sell this name product if they are under selling, because Ashley Furniture is the lowest price that we will get. Once again, he made us feel as if he were WARNING us to not try looking elsewhere for a better deal. We also wanted to purchase a reclining rocker and night stands...but we walked out without purchasing any of it. We did not appreciate the fact that we felt very belittled and small due to your associate Doug Campbell. Doug asked at the end if we wanted his business card, but the only reason we grabbed it, was so we were able to keep his name for this email.

Ordered Sofa Sleeper on 9/19/20. It was promised to be delivered end of October 2020. It was not. Then it was promised to be delivered in November. It was not. Now they say maybe March 2021. They want to charge a 25% restocking fee to cancel the order and will not give me my money back. I have been in contact with customer service several times, I get disconnected several times, they are unable to answer questions for an alternative solution, supervisor is unavailable.

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

DO NOT BUY!
We all know this is a different time (COVID). We went to the store on the beginning of August to get a sofa (Greenville, SC). We got a seller which mentioned a few times that the sofa might come before September 24, but it is not promised. However, he did not think about telling us that it might delay. We waited until the September 22 to know when the couch will come. This is when it all began, the delay the couch in 4 weeks (due to the COVID-19). Later, again in 2 weeks. Then they delay in a month, and then again in a month! It has been over than 3-month delay. The worst part is that they never gave us a proper answer. Every time somehow when we call, they do not know nothing. I would expect from a big company to know what they do; they clearly do not know. They have NO communication with the factory to know if the sofa is in some process. In addition to this, they might know that there is some manufacture problem, but they do not want us to cancel the couch, so they delay us for over than 3 months. At this point, I understood that you cannot trust them. They will do anything to sell but nothing for the costumer. I would recommend thinking a few times before buying there. They promise one thing and do whatever they want for their own profit.

My wife and I decided to purchase some new living and dinning furniture and with the expectation to receive by year end. Obviously the sales persons involved guarantee the complete delivery by 12/08. Guess what, a day or two before we were notified that the order was not complete, and if we want it the furniture shipped in partials with the promess of receiving the remain order by early January. Order was delivered partially and after visiting the store, we were advised that the remaining items are not been ship until March, people at store make commitments that cant be fulfill. If you are in a rush or expect your furniture on time, this is not the store where to go! They lie to sell!

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.

Hello Ashley
I am Distraught we purchased a Leather Couch & Loveseat Aug 30th. When we purchased it we were told that because of Covid things were running behind and we would get the love seat in Oct and couch end of Nov. We got the Love seat as promised and at the end of Nov no couch NOTHING not even a phone call from Ashley. We called and after being put on HOLD multiple times we finally got an answer that we would not receive the couch until the end of Feb. Had we been told in the first place that it would be 6 MONTHS before we got the couch we would of never made the purchase. Can someone please contact us. if I don't hear back my next step is social media to see if anyone else is having the same problem and also a complaint to the Better Business. Currently Ashley is having a 20% off sale how can you have a sale when you can't deliver on a purchase made in Aug. Im going to attach my receipt with my sales order number and pictures of what I have been looking at for 3 months a Living Room with just the love seat. What also bothers me is I'm a repeat customer and never imagined id be going through this since my first experience was very pleasant. Here is a number we can be reached at [protected]. It's not my style to complain but in this day & age I'm sure a few people will listen to my story on Twitter & FB. Thanks Tim Kenney

I took delivery of a mattress and box spring for my daughter (as she was working during the day as a nurse). I asked the driver that if my daughter did not like the fact that the mattress came in a box, we could have it picked back up for free. He stated, "that if she didn't like it boxed, he would come back around and pick it up." So I said in that case, ok.

I called her up at work as soon as I could reach her, and she said she did not want a mattress in a box. She was never told it came in a box. So she was surprised it did. I went to the store myself, to ask them to take it back. They told me there were no returns on the mattress. I told them the driver said he would take it back. The store manager said they couldn't do anything but corporate can. So if corporate agrees, he will take it back. I can't reach corporate because the phones are always busy. I lodged a complaint and opened a case number. I want action now. My daughter does not want the mattress and box spring. It is still in the box, never opened.

If I don't hear from someone tomorrow, Saturday, Dec. 12th, I will be contacting the Action Reporter from channel 9 news. I will get action then. Please call me at [protected]. Pam Sabia

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).

We went to the store in Milpitas California and bought the draycoll couch and recliner and when we got home right away we looked online to purchase other furniture and we noticed the couches we bought are ridiculously cheaper online than in the store. The store doubled the price than what it's actually retails for and we try to get a refund and they said there's no refunds so we are fighting to get a refund now or price adjustment. This is not ok that they doubled the price in the stores but online the same exact item same item number it's half the price.

Advertisement about Ashley Home Store caring is not entirely accurate.
23 Nov purchased 5 piece sectional sofa. 28 Nov delivery. Left facing recliner did not match the rest. After calls to Customer Support 3 times, finally got approval to swap out the piece. On 5 Dec a new left facing recliner was delivered. It was worse than the first. Both pieces were removed by order of customer service. Do not know if one will be delivered as replacement.
Trying to call customer service never gets us anywhere. Personal visits to the store are necessary and with luck something might get done.
We feel that they really are not concerned with customer satisfaction as returns are not allowed and refunds are not given.

I ordered a queen bedroom set in July from Ashley in Rivergate and it has yet to be delivered now in December. I was originally told it would take 6-8 weeks, now it has been 5 months and I still have no furniture. The delivery has been scheduled 5 times and canceled each time either the day before or the morning it was supposed to arrive. I am beginning to think this company is a gigantic scam. When you try to call, you get placed on an automatic messaging machine that takes at least 30 minutes for rude and unhelpful individuals to answer. I literally had a person tell me to cancel my order if I was so upset that it wasn't received. Apparently Ashley thinks telling people to go somewhere else is good customer service. These individuals also can't offer any information on someone higher up to talk with to get the problem fixed. Seems like a big scandal. I've filed a complaint on the company's webpage to get one email of an individual who said she would "look into it". I never received another email back even after following up. I have filed a complaint with the Better Business Bureau and still nothing has changed. This is the absolute worst buying experience of furniture I or any of my family/friends have had with furniture.

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].

I placed an order to buy new furniture on July 17, 2020, paying a 750.00 dollar deposit. I was told the furniture would take 8 to 10 weeks for delivery. I was very patient and finally went to the store (6060 Bayfield Pkwy, Concord, NC 28027) on November 5, 2020, to check on said order. I was told by the general manager, Chris, that the order would not be ready until sometime in 2021. At that point I told Chris I would like to cancel my order. I was instructed by Chris to call customer care and once he received the template from them he would refund my deposit. I have called Customer Care on several occasions and have yet to receive any results. The last person I spoke to on November 24, 2020, stated no paperwork had been sent over from the store to the refund department. As of December 1, 2020, my deposit has not been returned to me.

On 11/02/20, my wife and I visited Ashley's Funiture, Sugarland, Tx. 77479, to find the bedroom set her and granddaughter saw and liked at another Ashley's store. The salesperson (Amin) persuaded us throughout the showroom floor with the uncertainty of being able to attain it. Well, his supervisor found it and we purchased the Bed which only included the Full Panel Footboard, Full Panel Rails, and Full UPH Panel Headboard, we purchased this through my debit card for $ 541.24 (paid). We were told that the 2-Drawer Nightstand and the Dresser with Mirror would be financed. $762.06. Well, we didn't get the Mirror, there are scratches and a dent on the headboard, the lights on the headboard does not work properly. the sales staff were not honest to us, they ran my credit twice without my approval, they charged me an extra $952.58 for something I did not authorize, I have filed a dispute with Genesis credit in this regards. My wife and I are very disappointed in this transaction and the visit to Ashley's Furniture Home Store and request that the Headboard be replaced and the mirror is delivered without charge as agreed upon by the sales rep and his supervisor, or the furniture can be picked up the account canceled and money refunded back to my bank account. Below is the receipt that they gave me at the time but did not list the mirror that was mentioned.

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 was told in store if I purchased a protection plan it would cover any damage even if it were cut by a pocket knife. They said if they could not fix it they would replace the damaged furniture. I paid $398.99 extra for this so called 3 year protection plan. Purchase date 8/23/2019. They did not cover corner of foot rest on recliner where dog chewed it.

Bought a wide power recliner sept. 30th was delivered on the 17th of Oct. There refund policy online says I can return it. So we loaded it up to return and now they say no returns. This chair is like sitting on boards or concrete. The display was comfortable. Not paying for something I can't use. I also bought the warranty which I find out is no good either..

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.