Ashley HomeStore
reviews and complaints

I recently had an experience with Ashley Homestore that left me feeling extremely disappointed. I ordered a brand new couch from their website and when it arrived, it was packaged in cardboard and plastic. I decided to unwrap it myself instead of paying the $75-$100 fee that Ashley charges to do it for you. However, when I unwrapped the couch, I noticed a small quarter-sized hole on one of the cushions.

I immediately called Ashley's guest services and sent in all the required information, including pictures of the damage. They sent out a repair technician to my house, but he informed me that he couldn't repair the hole to look "brand new" and suggested that I get the couch replaced. I agreed, and after several months of delays and miscommunications, Ashley finally set up an appointment to have the damaged couch replaced.

However, when the technician arrived with the new sectional, he informed me that Ashley had ordered the wrong one and would have to get the right one. Another three months went by with more delays and countless phone calls, and at one point, Ashley offered me 30% cash back if I would take the couch "as is." I refused, as I felt that Ashley should send out a technician to fix the hole in the couch, in addition to the cash back.

Finally, after six months since the original purchase date, the technician arrived to replace the sectional. However, instead of replacing the entire couch, he did a "patch job" and fixed the hole in just a few minutes. While the couch looked okay, it was not what was originally negotiated, and I did not purchase a damaged couch to begin with.

When I spoke to Ashley's guest services and managers about the situation, they informed me that the patch job was sufficient and that I would not be receiving the 30% cash back. They also claimed that Ashley is a "repair first, replace second company" and that they had no record of a sectional being completely replaced, even though they had brought parts to do so twice.

Overall, my experience with Ashley Homestore was extremely frustrating and disappointing. If you're considering purchasing from them, I would recommend buying something in the showroom that you can clearly see is not damaged. And if your product does come damaged, be prepared for a long and difficult process to get it replaced or repaired. I will not be doing business with Ashley Homestore again.

I recently had an experience with Ashley Homestore that left me feeling frustrated and disappointed. I purchased furniture from their Oxnard, CA location on November 1, 2020, and was surprised to receive a call in December that my furniture was ready for delivery. I opted for the Premium Delivery option, which includes delivery, setup, and placement of the furniture in my home. However, when the delivery crew arrived on January 18, 2021, they simply unloaded the furniture and left without setting it up or checking for defects.

Upon inspection, I found that the furniture had numerous defects, including a chipped end table, a poorly finished coffee table with white streaks, and chairs with crooked legs and white paint slopped on the bottom. I immediately went to the store to complain and cancel the last end table that wasn't delivered. While they removed the end table from my bill, they refused to acknowledge a replacement for the damaged furniture.

I was shocked that they would take advantage of a senior citizen like myself by delivering B-stock furniture and refusing to replace or refund the damaged items. I paid for new furniture, not repaired or refinished items. Todd Wanek, the CEO of Ashley Furniture Industries, owns the store location and many others under various alias business names, which raises concerns about fraudulent business practices.

I am requesting a full refund and for Ashley Homestore to schedule a pick up of the furniture as soon as possible. They should not charge me any cancellation or restocking fees, as they breached our sales contract and fraudulently took advantage of me. I will give them 10 days to provide a full refund, as allowed by law. As of this date, they still refuse to cooperate and insist on repairing the damaged furniture in my home, which is unacceptable.

Overall, my experience with Ashley Homestore was disappointing and frustrating. I hope that they will take responsibility for their actions and provide a satisfactory resolution to this situation.

Ordered a full-size mattress in May 2023 under Dolores Atencio; [protected], it was delivered 6-7-23 to zip code 81147 the wrong mattress was delivered. My sister is left with a soft not firm queen size bed and well there are issues getting a hold of the company in Farmington, NM for an outage of some sort for over a week now and we need this order redelivered ASAP and fixed. I was just told someone will call soon and it has been a bit. I need this issue resolved @ the top of the list and will not wait a month for another mattress Ashley just needs to figure this one out such an oversight. Thanks

My complaint is with Ashley furniture for selling me a worthless five year warranty. I don’t understand that. Why would they do that? Why I have fading and stain damage and I have a section. Of the couch that is broke down. It doesn’t support anymore. Just want to get what I paid for. I always thought very highly of Ashley furniture but after this, I’m not I’m just discouraged.

We purchased 2 power Recliners 07/04/2022 . One of my recliners have been in the shop for repairs since February 2023 and the other is sitting here in my home broken I have called numerous times talked serval people everyone tells me parts are ordered or forgot to order parts never received parts order and will reorder them every time it well be 2 weeks even talked to store manger Steve.

today no one well answer the phone there. can i just get my money back its just been to long . this is why we purchased the 5 year protection plan . please set up a date so I can return this other broken chair and get my full refund.

Ashely homestore carbondale il 621901

I purchased a powered loveseat in Nov 21 and it was delivered in Feb 22. I had issues with the leather rubbing between the armrest and side of backrest Service technicians came and looked at loveseat and ordered part

for mechanism the raises and lowers footrest. Part came in and it was wrong part so had to be reordered New part came in and was installed but rubbing issue continued Technician told me to apply leather conditioner which I did but it only lasts for a limited time before the noise starts over. For the past several months the backrest will move back about and inch after to stop the powered function. I called today to get the issue checkout out but was informed per the service agreement, since I did not call within 30 days after I noticed the issue it was not covered under warranty, even though mechanical issues are covered. I will admit I did not read the agreement as close as I should (bad on me), however, I assume you are counting on that so you do not have to make repairs under warranty. I spent $2500.00 for the loveseat and warranty. I would think a reputable business would want to ensure their customers were satisfied with their products and service. This does not seem to be the case with your company. It cost me a fair amount of money to learn my lesson on reading agreements closer and to not conduct any further purchases for your company. I will also discourage any of my friends from doing business with your company for any of their furniture needs. Maybe one day you will understand the meaning of customer service and satisfaction.

Have a great day!

Chuck Pyron

My wife and I bought an attractive sofa with chaise from Ashley in Largo, Florida. We thought the vinyl fabric was too thin, but the salesperson assured us it was durable. Further, she said we could buy a warranty plan that would remedy our concern about the vinyl. So, we bought the sofa with chaise and the warranty. Within two years of light use, the vinyl mysteriously hardened in the place I happened to usually sit. Soon it cracked. I tried to use the warranty but learned that it applied only to punctures and cuts, not to premature wear or manufacturing defects. (Ironic that if we had cut and punctured, i.e., abused, the furniture it would have been covered, but defects are not covered.) I then paid a professional $220 to repair the cracked vinyl. Not wanting to have to pay again for repair, my wife and I avoided using the area that had been repaired. But soon the next place I sat began to mysteriously harden and then crack. Then it dawned on me that whatever part of the body that makes direct contact with the vinyl causes it to harden due to warmth and possibly perspiration. Since we live in Florida, it's not uncommon to wear shorts most days of the year. With bare arms and legs making direct contact with the vinyl, a chemical reaction was apparently occurring in the vinyl. At this point, no repairman can save this piece of furniture that should never have been sold. Clearly the vinyl is inappropriate for use on furniture. I'll soon be paying a junk hauler to remove this $1100 piece of trash. I've read a lot about Ashley Furniture of late, and it's pretty much all bad news with many complaints about defective furniture and warranties that are worthless. My advice: steer clear of Ashley Furniture.

Invoice [protected] Tom Deluccia

I had just recently purchased a new home. On 4/28/2023 I purchased a living room set, a dining room set, a fireplace television stand and Mattress and Box spring at the Bay Ave, Toms River NJ store. Sales associate was Jagjit Chadha. The manager that day was Bruno.1st: on 4/29 I had called the store and spoke to Bruno about being charged for two extra dining chairs. He removed the over charge and the 2 items.

2nd: I received a call on 5/2 from Bruno that some of the items where in stock and the others would be in on 5/9. I told Bruno to wait until all items where in and deliver all at one time. I received a call on the 5/4 to set up delivery for 5/11. I was under the impression when I spoke with Bruno that delivery would be 5/9. On 5/11 my delivery came; everything was there but the mattress. The driver did not have the mattress on the order sheet. So, I called the store and spoke to Bruno who said he would check on it and get back to me in a couple of days.

On 5/15 around 1:30 I went to the store and spoke to Manager Chet G about the whole issue. He checked the system to see what happened and informed me that the mattress was damaged in the warehouse and had to be reordered. He said it should be in by 5/18 and he put a next day delivery request in. I Thanked him for doing that. My complaint is that after all this and paying $2,399 for the mattress, I feel I should be refunded some of the cost of this mattress.
Please let me know if this is possible.

Thank you.

Contact Info: [protected]@gmail.com

Cell: [protected]

My furniture was delivered broken & damaged on Jan 6, 2023 and the delivery was refused. However, the delivery guys called Ashley and told us to leave the tag on it because Ashley would come and swap the broken sofa for a new one. They also scuffed up the loveseat while delivering. I have went to the local store and spoke with multiple managers, spoke with customer service numerous times, emailed with the service team, emailed with the escalation team, and etc. I also put a negative review on their website and was told to email [protected]@dsghome.com to address my concerns. I did that as well and got no response. I can't get my sofa replaced or repaired. I was told parts have been ordered but I'm confused on how they could order parts without coming to my house and evaluating my furniture to see what's even needed. I was also told my service order for the sofa was closed which shouldn't be considering it's still broken. I did receive a replacement cover for the loveseat and still waiting for a technician to come install it but everyone keeps ignoring the broken sofa. I paid $5609.12 for new furniture not broken & damaged furniture. I've asked for a refund and tried to give the furniture back but I was told it's been in the home too long. I have a detailed timeline of events since January, if you'd like to see it.

I placed an order for the Caitbrook bedroom set, dresser and bed only. They came out to deliver the dresser but I never received the bed. It took me a whole month just to get refunded for the bed. After I was finally refunded, I went into the store and purchased another bed. I thought going into the store would make the process much smoother. Boy was I wrong. The finally arrives and it was beat up and dented like they found it in the ally. So I refused to sign for it and ended rescheduling for another delivery day, which was yesterday, 04/24/23. Everything looked great so I signed and I was happy until I started noticing dents and bruises, so at this point I just want my money back. I have called Guest services over 5 times yesterday, got hung up on by two supervisors and I am just exhausted of this whole process. I need help.

Purchased a twin and cali-king from local store. (may31,2022) By September the twin was sagging. The bottom right corner of the mattress was leaning as if broken. This corner is not sat on as limited space in area. Contacted local store due sagging causing physical problems. Have had tech come to house to view and take the stick and weight test on mattress. The claims centered decided sag was normal. Called again telling them sag has gotten so bad put cushion board support on top of protective cover. The bed is causing pain leading to the use of a cane for support. I want either a new mattress in extra firm [understand difference] or this one returned and refunded. Do have to say people at local store are very courteous an can only do so much BUT was told when purchased

could contact them for assistance for problems yet when did so was denied. Does Ashley actually stand with the refund/return policy or is it hype to sucker customers in? Sent Claims pictures with still a denial. Request someone respond with steps forward before the outcome leads to sleeping on the floor and medical bills sent to corporate office.

First of all, nobody told me that I had to call within 30 days of finding an issue. I called 4/5/23 about my furniture, which I purchased in 3/2020. A handle fell off my dresser & I was told they don't cover hardware. Also, it was more than 30 days after I noticed it. Also, the wood on my kitchen set is chipping. Of courses, this also, was noticed more than 30 days ago. I can deal with all that. But then, I was told that my living room set had a manufacturer defect & that they could not cover it. After 2 week & many hours and phone calls, I have found that it isn't a manufacturer defect. The manufacturer just paused sales & delivery on the Part Time Set. I have a chair, love seat, & couch with NO power & they REFUSE to cover it because they said that I noticed it in December. That is NOT true. I asked to listen to the tape & they said they couldn't do that. I am a snowbird. I came home at Christmas 12/22 & noticed that the chair had no power. I of course, did not call because I was going back to Arizona right after Christmas. When I called on 4/5, I told the girl I just noticed the love seat had no power, either, & that the sofa had no lights, but it reclined. GBS says that I said that I noticed it ALL in December. This is NOT true at all. I am fit to be tied.