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Ashley HomeStore
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Ashley HomeStore Complaints 787

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6:42 am EST
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Ashley HomeStore liars

Bought a $800 chair 2 yrs ago with 5 year warranty. Within the 1st year the chair sunk in. They sent a repair man out to add more cushion and they had to take the material off. In less than 6 months the material started to peel. We were told this warranty will cover everything. Not true they lied. Called the store manager yesterday (Hazel) about the chair peeling. Nothing they will do about it. This store and Ashley's products are junk. Don't waste your money on Ashley furniture. Were told the material peel cause of sitting on the chair. really? Who buys a chair just to look at. I can't stress enough to you to NEVER shop Ashley furniture. You are throwing your money away like I did.

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Belleville
Belleville
Cincinnati, US
Dec 06, 2013 4:58 pm EST

The protection plan is bull ###, the sales person CJ Dunn sold it to us because she got commission, they are just interested in the initial sale and once they get your money they don't care about you. They misinform you about the protection plan, you won't hear from them again. When you visit the store, the manager at brandon tampa named joel is the worst person you'll ever meet. Extremely rude and incompetent.

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4:05 pm EST
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Ashley HomeStore reselection failure

My wife made a reselection on some furniture, the delivery was attempted, the driver reported that there was cat hair on the back of the love seat that we were sending back, thus creating this issue, the Driver reported to the dispatcher that cat hair was present and the dispatcher told me that they would not take the couch back because it was not in show room condition, i asked the driver to show me the cat hair and he could not, what he saw was a very minute dust/ lint ball and that was it. and so here is where the fire works started, the Driver in his young impressionable mind decided to make an excuse to go make a phone call and that he would be right back, I went outside within a couple of minutes, and the driver, the helper and delivery truck were gone.
i looked down the street and seen the delivery truck backing up toward my house and the helper got out and i proceeded to chew on him asking, Why did they do that why did they tell me he was going to make a call and that he would be right back when in fact he just bailed out with no explanation at all? and the helper explained that they had forgotten their tablet and needed to pick it up, during that time the driver walked back up and I proceeded to read him the riot act by telling him that his actions made me very angry, and that he was very unprofessional treating customer like this by just bailing out like that with nothing.
My complaint is this the Driver reported that I was holding his Tablet hostage and prevented him from retrieving it, that is a bold face lie, I did not! in fact I had him come back in a do a re-inspection of the furniture and please show me the cat hairs in question, and he did not he just grabbed his tablet and went back outside after he said he couldn't see them, and i asked what the problem was then? he could not answer.
To further the complaint when Ashley furniture sold us the set, the couch had a hole in one of the cushions which was made note of by that delivery driver so where was this "Show Room Quality" then ? where is it that in any show room I can show you dust build up and flaws in any piece they have, where is the Show Room Quality then?
The driver today was mad because I chewed his ### for his cowardly action, so he thought it fair to say I was holding his tablet hostage which again is a lie and a defamation of character and will be dealt with via legal action against Ashley Furniture for selling Sub-Standard furnishings and not fixing or taking care of it to meet their "Show Room Quality" policy one way or another the living room set will be exchanged, either of free will or legal action.

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Ashley HomeStore rude and hateful attitude

I came Into the Store about 7:30ish the lobby was mess and the dark haired girl working front regeister was very rude and disrespectful i felt like she was hurrying to get rid of me and my husband and as it seemed has no desire to help us or complete our order, I believe her name taged said ashley or something along that, I have been coming to this store for years and have always had respectful crew help me and my husband but this time it was very rude and made me very upset with the way she went about greeting us and takin our order, I dont not think i will be returning to this store for a very long time

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Rajeev
US
May 12, 2009 3:19 pm EDT

I have submitted almost 6 months bill and have not received any gas gift card. Please call me at [protected].

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didhomework
Aug 05, 2008 1:44 pm EDT

I did my homework while looking for new furniture and I found Ashley to be low end throw away furniture in five years. It is expensive for the quality. It was well worth my time after reading this website.

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9:29 am EDT
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Ashley HomeStore defective workmanship

I purchased a sofa and loveseat along with other items for a total of over $3000.00 from Ashley in Springfield, MO. I live about 60 miles from the store. I picked up the items the following week at their distribution center. Aftef getting it home and unpacked, I sat on the sofa and the frame on the right side creaked lowdly as if the frame is loose. There was also a pillow for the sofa that was not sewn correctly and had a 6" opening in the seam with the fiberfill hanging out. I informed Ashley of the problem and they sent out a replacement pillow but said I'd have to bring the sofa to them for repair of the poor workmanship. This would constitute a 120 mile drive round trip and another 120 mile round trip for me to pick-up the 'hopefully repaired' sofa. 240 miles for me to get their problem fixed. I will never purchase anything else from Ashley and suggest the any potential Ashley customer think twice before doing so. I will inform everyone I possibly can not to do business with Ashley. I could see me having to take it to them if I had it for a while, but this was right out of the box.

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9:50 am EDT
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I purchased a leather sofa and loveseat from Ashley Furniture in September 2010. At the time I also purchased the Montage Protection Plan. I was told by the salesperson that If I did not have a claim in 5 years I would receive back the $199.95 + tax for not utilizing the protection plan. I was also told by the salesperson that if I paid my purchase in full...

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Ashley HomeStore peeling couch

We purchased a living room set from Ashley furniture store in secaucus in Q4 2009. We spent over a $2000 on that set which included a couch a love seat and side tables. It was a recliner set and we paid a lot of money in comparison to anything else. Not even once were we made aware that the surface will start cracking and peeling in some time. in less than 3 years I observed a few cracks in the couch, that started to worsen. So much so that patches of the leather started to come off making the couch look ugly. (Pic attached). It frustrates me that after having spent so much Money, I am dealing with a faulty product. Not only that, . The chipping leather surface leaves behind small patches and particles in the apartment. I have an infant and I am worried about her breathing in or eating that material. I feel that I was totally ripped off. When I spoke to Ashley store about this they mentioned I write to customer service and that they can't help. At that time I was also told that such chipping was normal, ! Why did they not tell me this before? And who throws away couches after every 2.5-3 years, ESP when one has paid so much money!

There has got to be a way to resolve this. Please see pics below ( this is totally unacceptable product quality ). I am willing to go to any extent to file a complaint against a Ashley . If someone from Ashley reads this, please call me [protected]

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Ashley HomeStore do not shop there

This place sucks! Do not shop here or you will be sorry. We went to the store and purchased $8000 worth of furniture because we were told it would be delivered the next week. WELL, TWO months and numerous complaints later our furniture decided to show up. The furniture was so cheaply made because I'm sure their sweat shop threw it together. The couch had dips in the cushions, my dining table was scratched and everything was just a mess! Customer service is no good and when you try to get your money back you only get a small portion back according to the return policy. Our mattress was hard as a rock because it wasn't the one we chose. They had our mattress in stock in the warehouse at the store but told us it would be wrapped and delivered in two days. OH NO, that didn't arrive either! DO NOT believe what those sales people tell you because they are just trying to make a sale. GO TO A REPUTABLE WELL KNOWN STORE WHERE YOU MIGHT PAY A LITTLE MORE BUT YOU WILL RECEIVE QUALITY MERCHANDISE IN A COUPLE OF DAYS!

Whenever I ride pass that store I flip them the finger and pray for all the helpless people over in the parking lot thinking they are getting a good deal. DO NOT BELIEVE those sale signs, liquidation signs, or going out of business signs. It's all poison to draw you in and once you're in, they're like demons that lie, cheat, and steal. STAY AWAY STAY AWAY and avoid temptation.

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7:43 pm EDT
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Ashley HomeStore flammable sofas and chairs

While in meetings with the salesperson about buying the sofa (Dexpen Saddle Ashley 2100061), we asked what the makeup of the fabric was. The salesperson said it was a "blend, " a composite of leather and other substances. It wasn't until the sofa was delivered, complete with a leathery odor, that we got to see the tag that came with it marked "WARNING: FLAMMABLE." Naturally, had we been told that in the store, that anything resembling a flame near it, the "upholstery may burn rapidly, with toxig gas & thick smoke, " we would have been somewhere else in minutes. Who coats consumer furniture with chemicals known to be both flammable and carcinogenic? China. I cannot find out what sort of flammable substance I'm sitting on. Anyone who knows what it is will be doing the buying public a big favor by divulging it.

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We purchased over $3000.00 from this store. As Ashley had a good reputation we felt comfortable in purchasing. The sales staff at this store pressured us into purchasing an extended warranty telling us that it would extend the factory warranty for another 2 years. In good faith and trusting Ashley Furniture we purchased, Yes, I understand the buyer beware...

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Ashley HomeStore customer service

I bought almost a house full of furniture (bedroom, LR, study, kitchen) from Ashley. I noticed the next day that two of the pieces were damaged. The disturbing thing was the desk had two chunks missing from it and someone just slapped putty on it and shipped it out like that. I called Ashley and they stated a tech would have to come and look at it. Tech arrived a week later and made a report that both pieces would need to be replaced. I called a week later and was told it had to be "approved by corporate". They had no idea about the desk even though it was in the same report. I had to call about 4-5 times over the next few weeks and everyone I spoke to had no idea about the desk even though I informed the person that I had spoken to before. They called to arrange delivery of one of the pieces but did not have the desk. After 5 weeks of jumping through hoops they finally called to arrange delivery on a Saturday. I get a phone call 48 hours before telling me they'll be there between 3 and 8pm. I call to reschedule due to a family obligation and I'm told I would have to pay a fee to reschedule and that I needed to call 72 hours in advance, even though I was notified of the time only 48 hours earlier. This is probably the worst customer service I've experienced in quite a while.

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lflor
Indianapolis, US
Dec 23, 2009 6:15 pm EST

Bought my first house a few months ago. Needed some new furniture, including a bed. The day after Thanksgiving, I woke up early (6 a.m.) to make it to the Ashley Furniture early-bird sale. Purchased more than $2, 000 worth of merchandise, including the bed.

Several weeks ago, the furniture was delivered, all but my footboard and headboard. Footboard didn't arrive; headboard was broken. I was OK with that because accidents do happen. This past Monday I contacted the store to find out where my bed was ... to be delivered Wednesday. Today I find out that while the merchandise did arrive, the headboard is broken and that it could be another TEN days before I get my bed.

I tried to explain to the woman that I have been sleeping on the floor and all I want is my bed., and since I will have to wait another 10 days, I just want my money refunded for the bed. She refused, instead offering to bring out a bed frame while I wait (along with a $75 gift certificate). I told her that doesn't help the problem of all the heavy boxes in my bedroom that I am now being forced to live in squalor. She then offered to give me a merchandise credit for the amount. I asked her how does that help me since I would still have to wait for a bed. All I want is my bed ... the one I paid for. Geez.

No satisfaction at all. I will NEVER shop at Ashley again. Ever. I don't care what kind of sales it has. In this economy for a company to totally dismiss a valid request from who-could-have-been a return customer (remember I just bought a house) is completely insane. Don't need 'em; don't want 'em.

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Cathy Bestland
Montrose, US
Feb 17, 2011 9:02 pm EST

I purchased a recliner on Jan. 16 2011. I was told it would be 3 to 4 weeks before the chair would be delivered to the store and that they would call me when it arrived. Five weeks later I called to see if my chair had arrived. The manager of the store told me that the chair had been discontinued and that they thought that I had accepted and picked up the floor model instead. But the floor model was still at the store. I was told that I would have to take the floor model which had no warranty. I said I did not want the floor model without a warranty and was told I would have to make another sellection. I said I did not want to make another sellection but if I took the floor model I would want it discounted below the price of the new one with a warranty. I told the manager (Derek) that no one had called me to tell me that the chair had been discontinued or that I would have to take the floor model. The manager laughed at me the whole time we were discussing the matter. I told him I did not find the matter particularly funny and he agreed but kept laughing at me. I was so upset that I could not continue the conversation with him. He refused to give me the name and contact information of his supervisor. He also refused to give me his last name. I still have no chair and they have had my money all this time. They want me to settle for the used chair with no warranty when I paid for a new one with a warranty. I have no recourse but to file these complaints.

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Carol Marie
Little River, US
Jun 02, 2012 4:34 pm EDT

A leather sofa was delivered to my home by Ashley furniture drivers. A few days later I noticed the sofa was not sitting properly on the wood frame. Called the store, was referred to customer service [protected]. Got hung up on several times, a date was set for technican to come out and never showedm, turns out it was on a holiday and they were not working that day (dah). Called and rescheduled again, was told I would get a call the night before but of course NO CALL.

Ashley furniture should get a new customer service group, they are not serving you well!

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Ashley HomeStore can not get furniture delivered

On Nov.3 we bought furniture from Ashley's Furniture. On nov.11 the furniture was delivered and the pillows were wrong and the chair was badly damaged. 2 days later Ashley's called and said We would receive our new chair and the right pillows on nov.26, on this day I called and they gave me little information and blamed it on the distrabution center and gave me yet another dateof delivery Dec.13. Again on this day I called and was given little to no information, so I told Ashley's (Stephanie) that I no longer wanted the chair or ottoman because of all the waiting she (Stephanie) informed me I would have to pay a 30% restock fee and 80.00 dollars for them to come and pick up the ottoman. So I would have to pay a restock fee for not only the ottoman but the chair that have not even received as of yet. Since this time we have decied that we can not afford a restock fee and have decided so we will not lose on this deal that we would go ahead with this order. On Dec. 20 my husband called Ashley's and asked when the chair and pillows would be delivered and he has been given yet another date of Jan.2. Now we will go through 2 Holidays with little furniture.
Please help us with this, I no longer know where to turn.
Thank-you
Rhonda K. Lain
[protected] or [protected]

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Timothy
US
Dec 15, 2008 7:47 am EST

This has been an ongoing saga. I purchased a bistro set at the store on 9/22/2008, as of today I still don't have my furniture. I've been given every excuse in the book. The last excuse I was given was, "it's the economy". WTF! I paid for the table in full at time of purchase. I'm beginning to believe there is no table, and I've been ripped off. Sometimes they even humor me when I ask them where my merchandise is, and they reply that they really don't know. When you call the store, they transfer you to a customer service call center in S. Carolina. No one there ever answers the phone, you have to leave voice mail. It is a crapshoot if anyone ever calls back. I have received 2 returned calls after calling once a week after we passed the 4 week mark. I've never received a return e-mail. Upon calling the store and talking to the general manager, we told her we wanted our table, and to give us the number of the executive in charge of the store. She replied, "This is the only number I have to get in touch with them." Upon calling the number, guess where the call looped back to? The store in Turkey Creek. There is zero accountability at this business. When I called 2 weeks ago, I was told the phone system was down, but they would send an e-mail on my behalf. Then I was told to not expect a reply, because they were really busy. The GM told us that we would have our furniture today on a truck, to be delivered this weekend. She said she would personally call us and let us know. Well, no call today, so we called her. We were put on hold, and then they came back on and told us she had to leave the store just then due to an emergency. Once again I was given the furniture isn't on the manifest, I can transfer you to our customer service center crap. Told them I've had enough, told them I didn't want the table, and to refund my money. Sent to another voice mail. That dept. was conveniently closed as of 5 minutes before the transfer. Buyer beware. The only reason I purchased from this company is because I bought a sectional from an Ashley's in another city. It arrived 3 weeks later. I reported them to the local BBB, where upon filing my report, I found out the BBB had graded them with an F, and they are not members. Stay away from this store. This has happened to many, many people. They are stealing peoples money, and not delivering the merchandise.

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Ashley HomeStore missing parts

originally ordered entertainment center, coffee table, and 2 end tables on Nov. 17, 2012. 1st delivery was on Nov. 29, 2012 -the entertainment center had 2 left piers and couldn't be set up. we had to send back the entire unit. 2nd delivery was on Dec. 18, 2012- the shelving for the right peir was missing. we called the chattanooga, tn store where we ordered it and they couldn't locate the shelves in their warehouse. we called customer service and they can't find any in their distribution centers to be shipped to us. they are now telling us they will have to put in an order to manufacturer to get our shelves. so frustrated and upset that i ordered furniture 4 1/2 weeks ago, took off work 2 times, and still can not get the product that i've purchased. i will NEVER buy from ashley furniture again.

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Yousef Joe87
US
Sep 28, 2020 8:24 pm EDT
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I ordered a dining set online and it came with missing screws for one of the chairs. I contacted the customer service three times and each time i was put on hold for more than an hour and then the line got disconnected. very frustrated and i am not sure why they are doing this. I will keep trying contacting them again hoping to get the screws to assemble my chair.

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Ashley HomeStore won't honor warranty

After purchasing a new sofa and loveseat combo we have had the absolute worst customer service I have ever experienced.
Three days after purchasing our new furniture the electric recliner on the love seat broke. Luckily our sales person had advised us that the warranty on the furniture included in home repair and parts. That wasn't the case. Upon contacting the store to setup a time to have the recliner repaired we were told that the furniture had not been sold with a warranty at all, yet in my hand I held a receipt for five years worth of warranty coverage. I was told out right that the company would not honor that, and I was told incorrectly by the sales person. After finally reaching someone in management (Ken C) I was told that they would repair the furniture this time, yet next time I should lie to the company that the extended warranty they sold me was through ( Guardsman ) so that they would be forced to cover the damage rather than him having to honor the warranty itself. It has been over a week now and he will not take nor return my phone calls to schedule a time to have the furniture repaired. I will never step foot in an Ashely's again.

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Andrea Hudson
Andrea Hudson
Fizzyville, US
Nov 05, 2012 3:05 pm EST

maybe if you sent them a nice letter, now that some time has passed

mrbose
mrbose
Rohnert Park, US
Nov 05, 2012 2:45 pm EST
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This company has to be one of the worst

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This was my 2nd purchase from Ashley's Furniture. My hindsight makes me wish it was not! On 8/28/12 I purchased a $6000 bedroom suite from Ashley's in Conroe. I have to admit Kevin the salesman and the staff there were very nice and professional and went above and beyond to help during the sale. I received my furniture as scheduled. The contractors that...

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Ashley HomeStore missing parts, no delivery

On August 11th 2012, we bought a Bedroom Set and initial delivery was on time, but when they tried to assemble it they found out that there were some parts missing. They told us to call customer service to know when the missing parts would arrive. Initial information was that they would arrive in 3 to 4 weeks, later they called us back saying the estimated arrival date was September 26 but parts didn´t arrive that date, when asked they said it was only an “estimated” date and that parts should be in the week after. When called on Oct 4th, they said the new ESTIMATED arrival date is November 2nd, so the truth must be they have no idea when the parts will come, if they finally will. When asked for procedure to return they explained they have a No Return Policy. Definitely never buy at ASHLEY again.

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F Tan
Calgary, CA
May 24, 2013 6:32 pm EDT

Hello, I am wondering if your complaint has ever been resolved. I am in a situation whereby I bought a brand new sofa, loveseat, a coffee table and a side table. I made complaints and all Ashley Furniture Calgary wanted to do was to send a tech to repair them. I informed them that I paid for Brand New furniture, not used or damaged goods. Customer Service is really bad because they give you the runaround; the sales manager lies to your face that he has ordered a new set of furniture; and they hang up on you because they do not want to hear your complaints. I have googled and came across similar stories and I have concluded that they are cheating their consumers by delivering used or damaged goods. I intend to take this matter further. It is all very frustrating and aggravating; not to mention what it is doing to my health with my blood pressure rising each time I tried dealing with them.

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Ashley HomeStore I would be paying $744.00 to return furniture that does not recline and that id poorly constructed

We ordered a sectional sofa on 1/9/2012, I put down $144.99. We did not receive it until 2/2/2012 the date after I paid an additional $200.00 toward my contact with RAC Acceptance. When we got the furniture home and set it up we were disappointed because the recliners did not work. The left did not work at all and the right recliners could be pulled out manually. We went back to the store at 2160 Madison, Tennessee [protected] on 2/4/2012. I understand that by law one has three full business days to break a contact before it becomes binding. RAC told me at that time that Ashley Furniture had to do the refund even though I paid the payment to RAC. We were not able to return the furniture. We still have the furniture at this time and we were told today 2/9/2012, by the store manager that I would have to pay an addditional $400.00 in a re-stock fee to return it. That would mean that I would be paying $744.00 to return furniture that does not recline and that id poorly constructed.

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Slevin
US
Jan 03, 2011 9:21 pm EST

From an email I sent with additional updated information posted below:

My mother ordered a complete bedroom set for me on October 11, 2010 in addition to a living room set for her home and other home furnishings throughout multiple visits.

The bedroom set was not delivered until November 10 (which is fine). I was only told (as it is also written on your forms) to look for damages such as scratches, nicks, etc which I did. After the delivery when I was putting my clothes into the main dresser I noticed the supporting beam going straight down the middle of the dresser holding the drawers was completely broken apart causing the drawers not to close properly and look crooked. At this time, I inspected the other pieces more closely and noticed the drawers not fully closing on a chest also ordered.

Upon calling Ashley the following day (because it was already too late the day of the delivery), an appointment was scheduled for November 18 for someone to come see the damage. The person came and took the reports. (A new dresser was delivered December 4.) As for the chest, he stated he believed the wood was "warped, " but would put in first to have a one drawer delivered to see if that could fix the problem. He told me I would be able to replace the drawer myself.

Upon delivery of the drawer, my husband and I could not figure out how to remove the drawer and upon investigation my husband noticed it was screwed in and there would be no way for him to figure out a way to get to the screw. I called Ashley and was told I was suppose to call them when the drawer was delivered so they could send someone to install it (though I was never told this, so a few wasted days had already gone by since I had received the drawer). An appointment was set for December 21 and as usual I was told someone would contact me the day before with my time window.

No one called me by 7:30 PM on December 20. The lateness did not worry me until that point because my previous call (for the December 4 delivery) had come in at 7 PM. December 20 is my wedding anniversary and I had to begin making calls to try to figure out how to plan my following day during my anniversary dinner. I called Customer Service to no avail and even attempts at calling the store for over an hour failed. Finally at 8:30 PM, I just let the phone ring and ring and ring until someone finally picked up at the store (the Carle Place, NY location). Of course, they could provide me no help but said it was normal for delivery calls to be made up until 9PM. No one ever called.

I did not receive a call with my time window until 7:56 A.M. on December 21, the day of my scheduled appointment. This is unacceptable. Here is where the many problems I have with your service start:

1) Your windows are not accommodating at all. I have a school-age child. The windows I have thus been given my FOUR times I've needed Ashley to come have been either 8-12 or 1-4. Both have times in which a parent is either dropping off or picking up a child from school, yet absolutely no help is given to try to generate a more specific time to tell the technician to be at a location.

2) Your policy of contacting customers the NIGHT before or as my most recent experience, the DAY OF, offers no time to work out a plan to shift schedules around for the following day.

3) How it takes more than 7 days to set up an appointment, and in my now two repair instances, more than 7 days to "process a report".

4) Your no refund policy. I just want my money back at this point, and I would live with the damaged dresser because it is causing me more time-wise and aggravation-wise dealing with this.

Going back to today's occurrence, I am now being told by the technician from today that he did not feel comfortable installing the new drawer as he noticed significant damage to it (the glue holding the drawers together coming apart i.e. the drawer is coming apart, chips off the wood) and actually stated I did need a new chest because new drawers won't fix it and the middle supported beam is bowing in causing the drawers to not fully close. Why did the November 18 technician not make this same recommendation and I could have been possibly done with all of this?

I am now being told the report won't be on file until next week, so there is nothing Ashley can do until that time AND that due to the holidays and the closure of the warehouse deliveries won't resume until January 4, 2011. At that point, who knows how long it will take the store to get my new chest and then schedule the delivery.

There is no reason that I should still be dealing with an order in January 2011 that was placed on October 11, 2010. As I told the representatives I spoke with today at the customer service number (Linda at 10:10 A.M. when I called to complain about the time window and Julio at 12:40 P.M. when I tried to speed up the process knowing I needed a new chest), this is not like an initial order delivery in which I have no choice but to make my whole day available to a delivery I am expecting. These are REPAIRS I am dealing with and Ashley should have a more understanding policy in cases like this.

I will be returning to work in January and will not be able to take time off for this and due to family birthdays, even my Saturdays will now be booked if I cannot guarantee a time window that works for me. So what do I do, wait until February? That is absurd.

I have not only dealt with time lost in waiting at home for a technician to come but also in the amount of time I've spent on the phone each time I've had to argue about my time window to insist it fit the schedule I had.

I thank you in advance for your response. I sent an email to the Customer Care email last night and have not yet heard back. My next step is to contact the Better Business Bureau as practices like this are not acceptable and more customers need to fight back.

Updated as of 12/29/10:

Without notice, UPS delivered a drawer to my surprise. Call Ashley and although problems were noted on technician's report, because only a drawer had been requested an attempt had to be made to install it before they would order a new chest. This means this will be the FIFTH visit and more to come since I know this will not fix the problem. I just want my money back and I'll live with it!

A
A
another upset customer
Phoenix, US
Feb 20, 2011 4:55 am EST

WARNING! WORST CUSTOMER SERVICE EVER! DON'T EVER buy anything from Ashley. Wish I would have read all the bad reviews before purchasing. It's even more sad that the area manager gives the worst service. I have been dealing with Ashley's for over 2 months trying to get a defective piece replaced. No one cares that they make you wait hours and hours for delivery and after 2 months of waiting, several phone calls and another day of waiting for the delivery - they bring another defective piece of furniture. Area manager says she doesn't get messages, refused my phone call because she was "busy" but says she didn't know I called?! After over an hour on hold she says she didn't know I was waiting! Doesn't want to make it right, just wants you to waste another day to pick up furniture. No one knows what is going on and no one cares. Furniture is not made well but the worst thing is the customer service. They hound you when you come in the store to get your business and spend millions of dollars advertising for new customers but don't care about current customers. I will never shop at Ashley's again and make sure to tell as many people as possible how horrible they treat their customers.

J
J
Jana W.
Addison, US
Oct 01, 2012 3:24 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hi – I work at Rent-A-Center and I’m sorry to hear about your recent experience with RAC Acceptance. We always want our customers to receive their items in the condition that they were expecting and that was outlined in the rental agreement, and I know the company would want to get some more information about this. Please give our Customer Care line a call at [protected] and let them know what happened so we can try to make things right. Thanks.

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8:12 pm EDT
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Ashley HomeStore warrenty

The sales lady talked about warrenty and buy this protector for the mattress so you never have a warrenty issue. Well on day three i wanted to exchange this bed because its to soft and the first thing when i call them is they tell me theres no warrenty it was a liqudation sale your screwed. Ill NEVER buy from Ashly Furniture again. They do not care about their customers.

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5:37 am EDT

Ashley HomeStore wells fargo credit card abuse/fraudulent activity by ashley furniture store

My name is Margaret Awatt. I reside in Lubbock TX. On Thursday 6/19/12, I visited Ashley furniture store in Lubbock TX to purchase a couch. I saw a couch I liked. I agreed to buy the couch on condition that the couch was already in stock and that Ashley furniture would deliver it to me on Friday 6/20/12 after 7pm. Samantha, Ashley’s sales representative on duty checked, then confirmed that the couch was in store because somebody had previously ordered same couch. Samantha also assured me that Ashley would deliver the couch to my house on Friday in the evening after my full day’s work, i.e. not earlier than 7, 30 p.m. as I requested, since the company’s delivery service lasts until mid night. Based on the confirmation of this delivery time, I was encouraged to apply for in store credit with Wells Fargo bank to guarantee my payment for 5 years without interest and I did. Wells Fargo awarded me a credit line of $9200. Ashley pre-authorized a charge of $5, 000.63 on the card before delivery. Samantha told me that the delivery guys will be calling me prior to delivering my merchandise on that Friday 6/29/12 as agreed.

On Friday 6/29/12, contrary to my terms of contract with Ashley, the delivery person from Ashley called to schedule delivery for another day, instead of the day previously agreed with Ashley, which was Friday, June 29, 2012. I tried to relate to him the arrangement made in the show room, but he would not listen. Eventually the delivery guy became very irritable by my request that the delivery be done at 7p.m. and states that Ashley show room needs an in-service on times of delivery, adding that the show room made an error and he will not deliver past 5pm. I demanded to speak to customer service, and I was connected. My conversation with customer service was futile and the delivery guy decision was upheld. Since Ashley deceived me with their time of delivery and the delivery person was rude, impatient and irritable during his conversation with me; I made it clear to customer service that I did not want the couch anymore and subsequently cancelled the order. I had to go somewhere else to buy another cough because I really needed the couch for the weekend.

To my surprise, Ashley staffs deliberately failed to document my conversation with them that I was no longer interested in the couch for fraudulent reasons because they had already placed a charge on my card and wanted to coerce me to continue the purchase. Customer service raised no objection with my decline in the purchase and I believed the case was closed.

The following week, Ashley delivery guys called trying to schedule delivery. I made it clear to them that I had already cancelled the purchase since the company had not kept their part of the deal and that there was no need to deliver the couch. The man said he was sorry that he did not read the book that reflects changes in delivery. Two days later another person called, attempting to deliver the couch, I made it clear again that the delivery was cancelled and he hung up.

On Thursday 6/26/12, I received a credit card from Wells Fargo in relationship to the purchase at Ashley with a credit line of $9200. Since I cancelled the purchase, there was no need to keep the card. Before I cancelled the card, intuitively I wanted to check if there was any activity on the card. To my surprise Ashley had charged my credit card without my acceptance of the merchandise, even though no delivery was effected and more so as the deal had been cancelled. I called the bank the next day and the charge was confirmed.

0n Friday 6/27/12, I made several calls to Ashley, but no one would answer the call. Later in the evening about closing time for customer service, I made my last call and was able to speak to a man by name Frank who refused to introduce his name further than that. I requested that I know his name in full and title; he said it was Ashley’s policy to conceal their staff’s identity when dealing with clients. This was very suspicious to me, also Frank was very unprofessional, insensitive and non therapeutic in his speech. He concluded his conversation with me that there is a 25% fee for not buying the couch then hung up. Frank sounded very angry and irritable at me that I refused the purchase. Frank concluded that there is no documentation on file to reflect my conversation with Ashley staffs. Based on the treatment I received from Frank, I decided to go back to the show room to at least speak to Samantha or the manager of the store.
On Saturday 6/28/12, after my 13 hours shift at work and very exhausted, I went to Ashley Furniture, met with Samantha and she took me to the manager Jayci Schneider. She listened and was very understanding. She said she will discuss the issue with her boss.

On 7/2/ 12, I received a call from Sam Estrada who addressed himself as the vice president of the Ashley furniture. Sam sounded very desperate to take my money and commit me to a loan with Wells Fargo bank. I made it clear to Sam that I did not need to take any loan that I do not need. He said I did not have a choice that Ashley was going to force me to take the couch or an in store credit but not to cancel the charge on my credit card. Later in the day I received a bill from Wells Fargo for a charge of $5000.63. This concluded that I have been fraudulently charged for a mechanized I had cancelled and was never delivered.

Please I need Better business Bureau to investigate this fraudulent behavior with Ashley. I am very much aware that even if the merchandise had been delivered and I change my mind, I still have the right to return the item without suffering any loss of money. The arm twisting by officials of Ashley and the use of coercive force to compel me to buy what I had no use for is strange and should not be tolerated. I did not receive the merchandise, I no longer have the need for it and there is no reason why money should be fraudulently taken away from me without any justification.

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Ashley HomeStore overpricing

My husband and I are in the market for new living furniture. We looked at some Ashley end tables and a matching cocktail table. Ashley Furniture Showroom wanted $850 for the cocktail table and $450 each for the end tables.That was nearly double the price for the same items at Living Spaces.How can the Ashley Furniture store charge more for their own product? ...they should be less as there is no middleman and get their product directly from their own warehouse.The only thing I can figure is that they double the price to get higher commissions whereas Living Spaces does not pay their salespeople commissions.A call to the BBB might be in order!

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Ashley HomeStore cushion support

I went into Ashley Furniture to purchase a sofa on 09/05/2011( looking to get a good deal since it was during the Labor day sale) I spoke with the salesman Mr.Sacco, explained my issues about my back I have degenerative back disease told him I was looking for a sofa that had very firm cushions because of my back This sofa was the worst choice for my needs..To make a sale with out listening to the consumers needs to be addressed especially when the consumer.is disabled.I have called the store and tried to get in touch with corporate with no return.I hope you can help me
Thank You,
Salvatore Mirabile

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About Ashley HomeStore

Screenshot Ashley HomeStore
Ashley Homestore is a well-known furniture retailer that offers a wide range of high-quality furniture products for every room in your home. With over 1,000 locations worldwide, Ashley Homestore has become a go-to destination for customers looking for stylish and affordable furniture options.

The company was founded in 1945 by Carlyle Weinberger, who started out as a furniture salesperson before opening his own store in Chicago. Today, Ashley Homestore is one of the largest furniture manufacturers in the world, with a reputation for producing durable and stylish furniture that is designed to last.

One of the things that sets Ashley Homestore apart from other furniture retailers is their commitment to providing customers with a personalized shopping experience. Whether you're shopping online or in-store, you can expect to receive expert advice and guidance from their knowledgeable staff, who are always on hand to help you find the perfect furniture pieces to suit your needs and style preferences.

Ashley Homestore offers a wide range of furniture products, including sofas, sectionals, recliners, beds, dressers, dining tables, and more. They also offer a variety of home decor items, such as rugs, lamps, and wall art, to help you create a cohesive and stylish look in your home.

In addition to their extensive product selection, Ashley Homestore also offers a range of financing options to help make your furniture purchases more affordable. Whether you're looking to finance your purchase over a longer period of time or take advantage of special promotional offers, Ashley Homestore has a financing option to suit your needs.

Overall, Ashley Homestore is a trusted and reliable furniture retailer that offers high-quality products, personalized service, and affordable pricing. Whether you're furnishing a new home or simply looking to update your existing decor, Ashley Homestore is a great choice for all your furniture needs.
How to file a complaint about Ashley HomeStore?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary information in the sign-up form.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint submission form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Ashley HomeStore. Make it specific and clear, such as "Defective Furniture Delivery from Ashley HomeStore" or "Poor Customer Service at Ashley HomeStore."

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with Ashley HomeStore. Mention key areas such as product quality, customer service, delivery, warranty, and after-sales support. Include specifics about any transactions, such as dates, order numbers, and item descriptions. Clearly describe the nature of the issue, including any faults or discrepancies. If you attempted to resolve the issue, detail the steps you took and the responses received from Ashley HomeStore. Explain how the issue has personally affected you, whether it be inconvenience, financial loss, or other impacts.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or photographs. Be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to quantify any financial losses you have incurred as a result of the issue with Ashley HomeStore. In the 'Desired Outcome' field, clearly state what resolution you are seeking, whether it be a refund, exchange, repair, or apology.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your description clearly communicates the issue and your desired outcome.

8. Submission process: After reviewing, click the 'Submit' button to file your complaint. Ensure that you have filled in all required fields and attached any supporting documents before submitting.

9. Post-Submission Actions: After submitting your complaint, regularly check your account on ComplaintsBoard.com for any responses or updates. You may receive feedback from Ashley HomeStore or from other users who have had similar experiences.

Overview of Ashley HomeStore complaint handling

Ashley HomeStore reviews first appeared on Complaints Board on Aug 14, 2006. The latest review Ashley's sells low quality furniture for high prices then doesn't honor their warranty promises was posted on Nov 18, 2024. The latest complaint sofa set was resolved on Aug 14, 2023. Ashley HomeStore has an average consumer rating of 2 stars from 805 reviews. Ashley HomeStore has resolved 130 complaints.
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  1. Ashley HomeStore Contacts

  2. Ashley HomeStore phone numbers
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    More phone numbers
  3. Ashley HomeStore emails
  4. Ashley HomeStore address
    1 Ashley Way, Arcadia, Wisconsin, 54612-1218, United States
  5. Ashley HomeStore social media
  6. Laura
    Checked and verified by Laura This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Dec 01, 2024
  7. View all Ashley HomeStore contacts
Ashley HomeStore Category
Ashley HomeStore is ranked 13 among 372 companies in the Furniture Stores category

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