Ashley HomeStore
Reviews and Complaints

Bought two couches about 1 year ago. Last Christmas the arm on one of the couches broke for normal use. The couches had a 1 year warrenty on the frame of the furniture. I contacted Ashley Funture and after a period of trying to figure out who to contact and give the information to, because no one in the store was a big help. They took for ever to get back to use and they informed us we abused the couch and they would not honor the warrenty. They n ever came to look at the couch. How do they know the couch could have had a crack in the wood frame when they delivered. What is the sence of a warrenty if you do not ever intend on honoring it. Very bad business willnever shop there again and suggest no one else does either .

Below was a series of emails sent to Jillian from ashely Funiture

Couch

Inbox
x

patgarcia92

Wed, Mar 6, 7:51 AM
Good Morning, Attached are the pictures of the stickers you needed. Thank you for your help with this matter Pat Garcia Sent via the Samsung Galaxy, an AT&T 4G

JILLIAN ANDERSON

Wed, Mar 6, 9:27 AM

to me, tech

Thank you so much, I will update you as soon as I know anything.

Pat Garcia

Wed, Mar 6, 9:34 AM

to JILLIAN

Thank You !

Pat Garcia

Thu, Mar 21, 7:38 AM

to JILLIAN

Good Morning ! Jillian,

Just want to know if you had heard any new about the couch.

Thank You for your help with this matter

JILLIAN ANDERSON

Thu, Mar 21, 3:44 PM

to me

I am awaiting one final reply that I requested today and I will update you tomorrow.

Thanks

The couches are already breaking after only 2 years with very little use. I have the Purple Cow warranty but Ashely's ignores the service request to come repair my couches. I'm not exactly sure about the coverage of the purple cow but I was told by the sales associate they would replace if furniture broke. I'm at the point I want it replaced. Because if it is breaking already after 2 years how is this furniture I paid over $5000 for supposed to last me 6+ years. It's honestly ridiculous. The quality is horrible. I left a review on their website and someone reached out from Ashley's to help make it right so when I told them how to make it right I never got a response. So I'm assuming they only replied to my review so people would see it and assume they make things right. WELL THEY DONT

I have booked sofa (3 + 2 + 1 ) from Ashley Homestore in Isanya Mall, Pune on 10th Jan 2019. They promised to deliver by on or before 10th Apr 2019. However they haven't delivered the sofa as yet. Everytime we call the manager (Ashwin - +[protected] ) they keep on extending the date. We have got dates 24th Apr, 29th Apr, 9th May 16th May, 6th June. Now when i enquired with them yesterday they said sofa will be available by 12th June. I have moved to new house with no sofa. Me and my wife are getting tortured mentally and we are completely traumatised. They also don't make calls to update and when we make calls they give us the new date everytime. Please help.

My wife and I purchased a sectional couch two weeks ago where an added feature was inoperable. A repair technician came out to correct the item however no repair was made. A replacement was brought out however no correction was made. We were told the richard hall (the manager) would contact us two weeks ago and that has not happened. We are no longer wanting to do business with ashley furniture and want a full refund. The avoidance of richard hall (murrieta store manager) has been very upsetting despite being told he will contact us and the furniture being defective. We want a full refund and do not want to pay for defective furniture!

Excited about getting my furniture delivered today. Came home from work last night to remove old furniture and detailed the kitchen and bedroom for the new. But once the truck came there was the biggest disappointment. Only the bedroom came. The men looked surprised when I asked about the dining set. They made the call. Came back and continued the put bed together. Again came to me and told me there was hardware missing. Made another call. Customer service called and told me that the dining set came in damaged and had to order another from the manufacturer. DID NOT receive a call to inform me about the problem. Told me it would take another 3 weeks. Mean while without a table and chairs. As for the bed I have to wait another 1 to 2 weeks for them to get the hardware from the manufacturer and come back to put it together. Meanwhile I have the mattress on the floor and have to sleep that way and look at a dismantled bed and play the waiting game. Customer service DID NOT speak with any concern or urgency. After this experience I don't think I will do business with Ashley Furniture anymore and will tell my friends and family about my experience. Plus ITS PAID IN FULL.

Purchased the product 2012, paid over $1100.00 and purchased extended warranty with Guardsman. The furniture is peeling yes peeling, cushion back, front of the seat cushions, areas across the top back. When I contacted Guardsman Warranty for service I was told the peeling is not covered it is a manufacture defect, I would have been better off reporting something else was wrong with the set. I became and I am still very frustrated. The furniture is rarely used just myself and spouse...family and friends when they visit. It is embarrassing to have company but however it benefits them cause I tell the story about Ashley Furniture Durablend is NO GOOD...it will suddenly start peeling. I have never experienced furniture peeling. It saddens me even more because I really like the set. I have contacted Ashley Furniture customer service, waiting on a response of my complaint, they asked for proof of purchase but I got so upset after speaking the warranty company...I tossed all of it in the trashed receipt and warranty paperwork..lost hope, I emailed Ashley Furn. customer service explaining I no longer have the receipt. Every time I look at the peeling I would become frustrated and it led me to research their DuraBlend furniture and discovered many complaints and a couple of lawsuits. I just want the furniture repaired or replaced with something of equal value, prefer replaced with better quality material...

I had a scheduled delivery for a sofa and a chair and a half. I received a phone call at 8am in the morning stating the sofa I'd delayed but we will deliver your chair and a half. This is wrong on so many levels. First the company is quick to swipe your card for $1890 however you couldn't have the decency to call someone before the day of their delivery that you do not have the item? Called corporate customer service who is not help by the way; spoke to a Blanca; no empathy or compassion that the item wasn't coming in. And that it's scheduled to come in on WEDNESDAY but do not know for sure. I am supposed to get a call 48 hours after delivery to let me know when the product is "suppose" to come in but again no guarantee! I will never shop at Ashley Furniture Store again. When the money is their they want it but can't deliver items when the customer needs it. Mind you I placed this delivery 2 weeks in advance. You should know what you have in stock before making scheduled deliveries you can not fulfill to your customers

I have bought sectional couch from Ashley Furniture less then a year. The sellman told me we have 1 year warranty as if anything happened to the couch bring it back. When I called Ashley Furniture and told them I have infested with bed bugs and ripped and torn on the couch. The supervisor told me I don't have extended warranty so they can't do anything about it beside sorry.

About 2 weeks ago walked into Greece ny At home store. Purchased 2 reclining sofas (1000.00 a piece) and 2 end tables(399.99 a piece). Few days later in an ad on online I see the sofas are 799.99 and end tables are 164.99. Almost a $900 difference. I called the store. In the end i was given a $250 gift card. Cause they could only finance for 12months instead of 60 months if they fixed the price. We couldn't do a payment 4 times more then planned. The manager was very nice . But I find the whole thing very unfair. We were planning on getting a dinning room table that day but with a over $3000.00 bill decided to wait. I thought a gift card for 250 was a slap in the face. Will think again before buying with u again. At least check the prices online before I sign anything.
Thank you
Jennifer Irvine
Mj.[protected]@hotmail.com

We bought furniture from the Ashley Store in Chatanooga, Tn. about six months ago. We had a repairman to our house because seat cushions continually loosened up and everytime you would sit down they kept moving. Apparently the velcro that was to hold them secure was not doing it's job. Upon inspection, the repairman said, to my wife and me, "the cushions cannot be repaired." We received a package in the mail containing extra padding, which only made the problem worse, according to the repairman. I repeatedly called DSG Services at: (901) 221-7300 to arrange for a repairman to correct the problem. I spoke with various Customer Service Reps. Including; Raven, Natalie, Tatiana, Erica and a host of others. Ultimately I was told by Raven that the problem with the cushions was not covered and I must call the Service Center at GBS Enterprises to have the problem corrected by the Insurance Co. On April 10, 2019 I spoke with Evelyn, of GBS, and was told, the problem was in fact covered by DSG Services, and to insure I do not get bounced back and forth, I was to say this was a manufacturer's defect, not caused by the consumer, and should be covered under the Manufacturer's Warrenty." I then called DSG Services, for the fifth time today, and was told by Tatiana that nothing can be done. I asked to speak with a Supervisor, since I had taken out the extra Insurance Policy, and waited over fifteen minutes for a Supervisor to respond. I was told by Tatiana that the Supervisor would only tell me the same thing. I eventually spoke with a Mr.Shuntz, and sure enough he said there was nothing that could be done. I felt as though I had been scammed into buying the extra insurance, which proved to be useless, and was treated with a total lack of courtesy and was made to feel humiliated. It is because of this I feel that Mr. Shuntz should be terminated as a lesson to others. I anxiously await your response. c.c. Better Business Bureau

Put on layaway mattress paid a deposit less than a week later made $250 payment. Unforeseen fam emergency forced me to cancel my layaway.. I a single parent on government aid struggling to get my son and me a real bed we have a leaky air mattress that swallows my son deep if I forget to wake up every hour to air up sleeping on that for 4 yrs now and can't sleep Good anymore.. canceling my order I was assured to get refund back in my card but lost the deposit regardless. I received a call 3 days later from salesperson informs me cancelling regardless I get no refund but instead a store credit can't believe the guy who works there didn't know that rule so I wasn't told till after 3 days I am now forced to accept that my choice to choose where to shop has been taken from me and adding injury now I tried to order online with that store credit assured that online I get free shipping we'll turns out now it's not possible to order on line Ashleys rule again and was assured that I would get the free shipping but because employees didn't know how to apply my store credit I was asked to come back so they could figure it out 3 hours later I get a call from employee that I can come back they can now make my order through their computer but informed that free shipping only qualifies for online purchases wow convenient no? This is the way of taking what little I have because of course can't even take my business else where store credit is of course only for Asley furniture store.. Im contacting rippoff and filing a report because if I'm a little purchase I can only imagine someone who makes a big purchase.. This is a total and complete rippoff and it's not right Lorena Silva Blythe. ca 92225

An extremely displeased "want to be" customer…..
I held off writing this complaint in hopes that Ashley Furniture would do right by me, a customer; actually an ex-customer. I had plans to furnish most of my house from Ashley's, however, if this is how you treat customers I will no longer patronage your business nor will I recommend your establishment to others.
I purchased a beautiful bedroom set from what I thought was one of the top furniture stores, Ashley's, in January 2018. I watched the set in the store for five months before purchasing it. The bedroom set was delivered the first time with many defects, scratches and a couple broken pieces. The furniture was taken back and "new" furniture was supposed to be delivered to me the following day.
I did a quick inspection of the furniture the things that were wrong the previous day wasn't an issue. I didn't have mattress so the furniture sat set-up where the delivery men placed it in the room for three months before I used it. Instead of Ashley's Furniture delivering me new furniture……I got furniture worse than the initial delivery.
Once I began sleeping in my room and on my bed I noticed the foot rails wood was extremely soft. My small remote fell off the bed and the wood on the rail dented. Another time I rested my foot on the rail wearing only flip flops and noticed another dent/chip in the foot rail. I can't believe this aesthetically beautiful furniture could be made with such cheap quality wood. The bedroom set in the store was in no way tacky like what I was delivered. Needless to say I was disappointed. There are numerous notches, chips and dents on the foot rails. The pictures show unacceptable flaws with the furniture that could not have possibly been done by me but rather at the warehouse.
A little while later paint began peeling off the bed in three places. Once the natural light started to shine through the windows I saw all kinds of imperfections. The pieces in the headboard were not put together neatly; there a places in the grooves where wood is chipped, there are rough patches, painted over staples, the square pieces are not evenly placed causing several 3 inch or longer white/tan unpainted pieces to show in the connecting cracks. Again I was taken aback because I paid almost $4, 000 for furniture; not furniture and a mattress set, just furniture. In July I changed my bedroom around and saw imperfections on the back of the chest; misplaced screw holes that didn't have screws in them so there are holes in the back of the chest and dark rough spots at the back top and bottom sides of the chest. Lastly, on one of the claws on the dresser someone at the warehouse or one of the delivery people touched up a scratch. I didn't see this until I moved things around and the natural light was shining through the windows.
I don't have animals or children so no these imperfections were not made by me or anyone in my home. I am deeply offended with the subpar quality of this beautiful furniture. I was truly insulted when told the issues I have with the furniture have been self-inflicted or done by careless means.
I called the company August 3rd (spoke to a not so pleasant lady) to discuss having these issues fixed. I was told that it was too late to get these things fixed, I've had the furniture too long and it's my fault because I didn't purchase the extended warranty. One would think buying supposedly "quality" furniture with an expensive price tag that the furniture would be quality.
Someone from the company reached out to me on January 2, again on January 4 and January 11, 2019. I appreciate the person reaching out to me. I emailed the issues noted above. One issue I have is someone working in the Henrico, VA office emailed my account and personal information to someone that no longer works at the store. On top of sending out my information without asking or notifying me I was informed on January 2nd that my furniture was still under warranty when I called in August. The lady I spoke with in August said it wasn't and there was nothing they would do because I didn't purchase the extended warranty.
It is incredibly bad business to lie to a customer, to defraud anyone in a purchase where they don't get what they paid for. I paid for elegant and quality-made furniture. I received subpar, soft, cheaply and hastily made, scratched pieces of junk.
There is a balance on the account for this furniture. I do not feel responsible for paying for it due to the fact I didn't get what I paid for. Your company didn't do what it was supposed to do. Your employee(s) lied or was too lazy to do her job! Your company would not and still won't take responsibility in rectifying the issues I reported. There are some legal repercussions for sending out my (or any other customer's) personal information; I am looking into that issue.
It would be greatly appreciated if the balance was canceled. I don't mind your company picking the furniture up and refunding a great portion of my money.
The name of the account for the disappointing purchase is Kande Reid and telephone number is 757.655.1838.
Please remedy this situation in an appeasing, culpable and apologetic manner.

We purchased a leather sectional in 2015 from our local Ashley Furniture Store. In a years time the leather began peeling up bear the head of one of the reclining sectional pieces. We purchased the $500 extended warranty on a couch that cost over$4, 000. We went to the store to report the problem and were told to contact the warranty company directly. The warranty company explained that they don't cover peeling. Of course during the sales pitch in the store it was mad expensive out to be this warranty encompassed everything except pet damage. We could puncture this leather with a knife and it would be covered but peeling, defective "leather" is not. At the very least, the damaged piece of this sectional needs to be replaced. I'm not even asking for a whole new couch. I have purchased multiple pieces from Ashley and will never purchase from or recommended them again after the lack of service received unless this is resolved.

Purchased bed and base from Ashley store in New Jersey . Delivery people refused to take my old bed and gave me the wrong adjustable base . Called store told me to call customer support and also gave me a number to pick up old bed, it was a local habitat number . When I called the store back, because of caller I.D. they did not pick up the phone ! Who does this ? The mattress I purchased is a tempurpedic and it is not comfortable at all. I end up sleeping on my couch because I am in so much pain in the morning . Called customer service and the store directly . I just keep getting lip service from everyone . Can't return the base and will have to pay up to $500 to return the mattress . Why are companies like this still in business?

We went to the first ashley location on power and Southern. We took our time to select our furniture options. When it came to financing the store manager was not helpful or willing to offer (what we later found out) all the financing options available. The store manager insulted the employee ability to negotiate, mind you were were told the entire time the prices would be negotiated and they would work with us. The manager got to a point that he ended up going to the back employee area for a lunch break and never came back to attend to us. We went to another location in Ahwatukee where we struggled to find the same furniture options. The sales woman who helped us was not helpful but bothersome and only kept saying we should buy everything we considered. When it came time to finance we were pleased to have been presented with additional financing options so that we could get all the items we selected. The issue was the financing process was delayed because we had went to another store. We left and were told to come back the next day to finish up. While there we added more items and again the financing was delayed. We went back a third time and finalized our items which included a 24 piece dining set (which included a rug, dishes, and placements), 2 couches, and a bedroom set. The salesman from the 3rd day stated that the rug, dishes, and placements could be taken home that day. We indicated that we had no room in our cars and he said they would make arrangements for them to be included in the delivery.

The delivery was scheduled for 11/15. Mind you we prepared for the delivery so had all our rooms cleared out. On 11/15 I arrived at 145 and the delivery was to be from 2 to 4, we received a text at 245 stating they were on their way and they never showed up! We called back at 430 to see about getting them to come back but we were on hold so long that by the time we reached someone they were closed and not able do anything to help us. We finally got a hold of someone the next day and they claimed that the driver was at our home and they took a picture of our house. And were told we have been bumped to December...after many phone calls we finally got it rescheduled for 11/29.

Today the delivery was made, but again we caught the driver in time. He had only paused briefly and was about to drive off when we stopped them. The set up was frustrating because there were communications issues due to their strong accents. They placed items in areas that required us to still move it to its final location in our home because we couldn't get them to understand what we wanted. We are now two weeks living packed up so we were relieved to be able to finally set our belongings out. That's when we realized that they did not bring the dishes, rug, or placemats. We called the store to be on hold again for 30 minutes to be transfers to the local office. The employee there said there wa nothing they could do and they removed the dishes because they thought we didn't want them. Our paperwork indicates A 24 peicing dining set...not sure how that was confusing. so we are now without these items and still fighting to get what we paid for. We have lost time and money l, experienced a lot of stress due to their staff and terrible customer service. You can never speak to anyone who can actually fix anything.

It's a salted feeling we have toward this furniture that will be in our lives for quite some time. We love our selections, but hate the price monetary and emotionally we had to pay just to get them. Seriously regret the whole thing but because of the time we spent trying to pick things out we chose to try and we this through.

They seriously need training on problem resolutions, empathy, and customer service. Do not go to these ashley furniture locations.