Ashley HomeStore
reviews and complaints

Sales woman Kathy August made a mistake on our invoice after first telling us in person the price. Then the couch arrives 4 weeks late (waited 8 weeks). Coffee table was damaged which was replaced. Unfortunately the replacement table was also delayed.

When we received the couch we contacted Kathy
about the degradation of the cushions and the response was sorry you dont like the couch.

The entire experience was unprofessional. Do not recommend spending your hard eared money at Ashley Furniture.

I had a great experience in store with my sales associate, great movers, (Winchester, VA) and love my furniture. However, the payments and billing have been less than satisfactory. I was told my first statement wouldn't be due until a month after delivery, no big deal. I set up an auto-payment through the Ashley Furniture TD Bank account, got confirmation of setting this up, and was told my statement would be processed Sept 6. Flash forward to today and I receive a call, on the telephone at work none-the-less, telling me my payment was late and that a $27 dollar late fee charge had been added to my minimum payment balance. Mind you this auto-pay had been set up almost 2 months, linked to an account with more than an ample amount of money to pay the $150 payment I had selected. This is ridiculous, in addition to the absurd charge, the woman who called from whatever call center was rude and acknowledge that I had an auto pay set up but they couldn't use this. I'm irritated and frustrated beyond belief!

The customer care phone number goes immediately to hold and in the last 5 times I called the number the wait on hold was between 44 minutes and an hour 20 minutes.

The furniture I received was damaged and they promised to rectify but I am not getting any information on how or when will be resolved.

I plan on disputing the charge.

Very frustrating

Would like to purchase and pick up one bookshelf, but am required to pay an additional $200 delivery fee. I am 3 miles from the store and would like one book case. I am not going to pay double the cost for delivery. Ashley should re-evaluate this policy. I was told I can not pick up a floor model nor can one be delivered to the store so I can pick it up. Why would I essentially pay double the amount for a product?!

My husband and I - Robert Stickland and Linda Stickland purchased a couch and chair from Ashley in March of 2019. We received delivery in April of 2019. The couch and chair starting squeaking and groaning within about 3 weeks. we called customer service and they took the couch back for repair. after 10 days we received the couch back and again within 2 weeks same issue but much worse then the arm broke right in the middle and the material on the chair was sagging. again after 10 days, the repair team came in and replaced the couch, again nothing noted about the chair. again after2 weeks or so they replaced the couch and a person fixed the material on the chair. a few weeks and the couch is groaning and cracking and so is the chair. repair team came in on Friday the 13th of September. they twisted the couch and you could see the couch bending and they replaced the cushion on the chair. you could hear the chair creaking when they replaced the cushion. the team said this was cheaply made and bad wood and said they would submit the report. the report they submitted stated no issues with the frame - this is an outright lie. we haven't even made a first payment on this furniture and it's a mess. we told repair team we don't want this set anymore and we are getting something else from another place. terrible service except from Christie from your customer support office - she was awesome. all the documents are with you Customer Support Office. we do not want this furniture as there seems to be no resolution to this matter. we do not want to pay for this at all. please remove furniture asap and cancel the documents. we would have paid in full on the 23rd of September, 2019 - please contact us asap. the contact number is [protected] - Robert Stickland and resolve this right away. Address is 128 Cherrywood Drive, Newmarket, Ontario. We hope to hear from someone very soon with thanks.

July 5, 2019, I purchased a complete furniture set with tables included. The tables were delivered damaged. Told the delivery person he would not take table back. Called customer service support they schedule another delivery for the beginning of August. Delivery person never showed up; called and complained and another date was set up. Delivery person came with the wrong tables. Monday August 26 2019 the store manager called and claimed he would replace the tables. After several interactions with him and his employees I was told that my tables would arrive Saturday, September 7, 2019, and of course no one showed up. Called the store and customer service and no answers told them I want a refund for the entire order and to come get items previously delivered. Daphne said oh, we can't do that. Told her I would be filing a complaint, and I no longer want anything from Ashley
Furniture.

We purchased the living room set in May 2019, in August 2019 the recliner quit reclining. Upon inspection I could see that the cable that runs to the mechanism had broken away from the pull lever. I called the customer service at the store told them the issue and was told the part would be sent to my address. When the part arrived it was the rocker reclining mechanism not the lever. So we called again to explain the part was the wrong part. Now they are arranging for a service technician to come to the house to evaluate the issue. My problem is why diagnosis a problem over the phone in the first place? Now chances are the technician will have to order another part then we have to wait again for the repair.

So here we are a recliner that doesn't recline 2 weeks wasted and still waiting!

Recently PCS'D from Fort Gordon to Fort Hood and my previous Ashely Furniture bed Stearns and Foster mattress was destroyed by the moving company. No worries the company refunded me the full price and my wife went back to Ashley's to get a new mattress. She settled on a Tempurpedic Mattress understanding that I have lower back pain due to a bulge in my back and disc deterioration. At the time she purchased the bed I was deployed to Korea. I came home on emergency leave and after several weeks sleeping on it I couldn't get a full night rest and had to get up several times. It was a firm mattress so when my wife purchased the bed from the local Killen Texas furniture store she was told she could return in within 90 days for a different mattress is she didn't truly like this one. We had it only 30 days so we went to exchange it proudly. Unfortunately there was an ample amount of information left out by the consultant Walter Blackwell. Today I went to Ashely's furniture after being home for just a few weeks my goal was to exchange the Firm mattress for a medium which my wife was briefed she could do. We didn't want a refund or to go less because we want what we pay for a nights rest will go a long way. What actually happened was you can only exchange it with a bed that's on their lineup which the only thing available was a soft one which isn't what I need for my back. No biggie sir could you order a medium one. No that's not an option I can show you what's of equal value and something that's below your budget on a different line. Understand though they have a no return policy so the 4, 000 mattress we have we are stuck with. You can take a mattress you like that cost less for example one they have which was a little over 2000 but you don't get the money back you still will have to pay the original full price of 4000 which means I would have to eat the other 2000. Its 2019 when will we get the point to stop taking advantage of people and actually try to sell items and brief the customer on everything that this purchase entail. Worst case brief them on what's the most important. Yes maybe I didn't do my due diligence in asking more questions when it was purchased but then again I wasn't there and my wife trusted the company we have purchased furniture from for years. At the end of the day we left because I didn't want to throw my hard earned money down the drain. We are in the process of considering a mattress top for a mattress we don't want and prayerfully that works. Apparently every Ashelys furniture store have their very own set of rules and guidelines. Ashely's furniture let me down again and it's sad what we are going through but it seems your company is only after my money and not a satisfied customer. I've read that you reap what you sow so I try my best to treat people as I desired to be treated but then again I guess I'm old fashioned. There is no way you can continue to treat customers this way and it not come back on you. You can't be successful on the backs of others it just won't work.

Approximately 6 years ago I purchased a sectional and one of the recliners was electric It was a great set of furniture after 6 years the electric part of the recliner started having problems so I went to jones home furniture in Newport ar and purchased that same piece for 625$ 3 months after having this recliner it was messed up wouldn't recline straight and was leaning I contact jones and they came up and replaced the metal frame part from another recliner they had in the store it was better for a little while but started leaning again contact jones again they said the Ashley representative approved for the entire cushion payoff the recliner to be replaced they brought it up to replace but it did not fit that was probably 2 months ago and that's where we are today. I have been sitting in a recliner that is leaning and very uncomfortable for approximately 1 year I feel I have been very patient with this situation but my patience is now gone and want something done. Now the recliner is no longer available that goes to the sectional. Now what do we do. Not wanting special treatment just want what I paid for. I have problems with my shoulders and am on disability and have to have the power to my recliner. Thanks for your time. My phone number is [protected]

We have purchased a Queen bed frame and it was delivered in December. During delivery they realize drawer for the bed was defective and need to be replaced.
When they came back in December to replace the defective product they left the old product in a large box in our garage stating that they will need a work order to take this back.
It took 6 months of our complaint and various trips to Dublin stores for them to remove the box from our garage.

In the mean time we had to park our car on the drive way thru out the rainy season
and paid for car washes.

Now we want to buy a sofa from them and asked them to waive the delivery fee and reduce the price by a reasonable amount, no response from the Manager named Dave at Dublin store. Dave is aware of the whole hassle and told me that he will take care of our next purchase.

Gina Carter
[protected]
[protected]@ipac-inc.com

My husband and I went to Ashley Furniture store in Brandon for the purchase of a new 5 piece bedroom set plus new adjustable mattresses. Delivery came two days later with missing pieces. The missing pieces came a week after that damaged. The damaged piece came the third week still damaged with rude delivery guys. The fourth week the damage piece came again damage. I have tried to contact them to return the pieces I have in boxes in my bedroom, the manager will not return my call and customer service is very determined to disregard my concerns and all the stress this have caused. I will get in touch with my lawyer for take care of this very stressful problem without unknown resolution.

Joan Marie O'Neill - [protected]@gmail.com
August 14, 2019

ASHLEY FURNITURE

I purchased a loveseat and couch from the Paramus NJ store less than two years ago. I noticed over the last few weeks that the seat cushions are crooked and saging and that the arms on the couch are actually sinking in.

I spoke with Phylicia in customer service and I was informed that the store warranty is only for a year and since I did not purchase 5 year warranty there was nothing that could be done. I was offered a few phone number to call for a consult and repair services all of which are out of my pocket.

I can not believe that Ashley would stand behind such a policy when there is clearly a defect with particular furniture.

I would hope the managers would inform their customers that if they do not buy the 5 year extended warranty they are out of luck since the quality they are paying for will only last less than two years. Do they tell customers that after one year but less than 2 their furniture will look like the photos below?

Is Ashley's response truly "call someone to repair it out of your pocket"?

I can only hope that I receive a better response from someone here. Customers and or potential customers should be made aware of how Ashley backs up or doesn't backup their products. PHOTOS ATTACHED

If you could leave negative stars I would do that. I ordered bunk beds from Ashley on 6/14. They were supposed to be delivered on 7/12. They were, with no hardware. I had already taken my twins other bed down so they slept on the floor. It was delivered again on 7/31... with no hardware. The delivery men left the bed in my garage in boxes. I called Ashley the same day (7/31) to cancel and have the unassembled bed picked up. The lady told me it was cancelled and that someone would call me the next day to schedule pick up. Nobody called. I called them on 8/5 and was told that they could not schedule a pickup and that I would need to call online sales. I called online sales and spent 30 minutes waiting for someone to answer. A lady answered and told me that she would need to initiate a return and that the company providing the bed would need to OK the return since it had been in my home (unassembled) for over 72 hours. It is now 8/12 and I have called and emailed several additional times with absolutely no response. I cannot get a call back and I have heard nothing about my "return." Meanwhile, my kids are still sleeping on the floor. I want a full refund and this thing out of my garage. This is 100% on Ashley Furniture, not the other company. When you sell something you should stand behind it and the performance of your company. This is the worst experience that I have ever had with any purchase. The customer service people have been rude and really do not care about customer service. I would not purchase anything from Ashley Furniture. I am considering legal action as well as formal federal and state complaints.