Ashley HomeStore
reviews and complaints

I paid over $500 for a warranty and was told that my warranty even covered pets. When filing a warranty claim, no one would take my phone call and they only referred me to the website. Both my claims were denied even though one claim was a stripped screw in the leg with normal wear and tear. I emailed them and did not get response. I emailed again asking if I can buy parts and got a standard response that was very rude considering they couldn't even address me by name. I am beyond disgusted. I am so upset that nothing is being honored

I ordered our kitchen table, chairs, and bench 10/12/2018. I called about the furniture protection plan, because the plan covers punctures, breakage, cracking, bubbling of finish and lifting of veneer, scratches and gouges, all of which are happening to the the chairs/bench/table. I was told that all of these issues are considered "normal wear and tear", and that they only cover "accidents" and therefore nothing can be done.

Ashley makes inferior furniture that won't last and sells a "warranty protection plan" claiming to cover everything you might need and it's all a scam.

Please contact your Financial manager Johnathan at your Ashley’s store in Winston Salem NC … and myself Robin Simmons [protected] after 5:30 today please .. I will be honest & I feel Johnathan will to I just want to return the recliner that I was lied to about with having to pay a restocking fee and your general manager Lionelle Johnson called me at work and spoke to me very rudely and would not listen to me! I simply would not have purchased the recliner If I had not been lied too! Please help me today! They are trying to take my money!

Horrific experience attempting to get Ashley furniture to live up to your mission statement "We work together to make every acton or customer experience exceptional." On 2 FEB 23 I purchased a mattress and box spring from Sam at your Brandon Florida store. Sam gave me two options to have the items delivered to the room or to the threshold. Never once did Sam mention that threshold delivery meant that I had to assemble the box spring. Without that explanation I fully expected the mattress and box spring to arrive as they had done in the past which is fully assembled. On 2 MAR 23 I was shocked that the mattress came in two small boxes and not assembled. I immediately called Sam to discuss the issue and he asked if the sales person on Monday discussed the assembly requirement with me. I said she did not because she was only completing the sale on your behalf and I reminded him that I had purchased several other items from him with little to no issues. At that point Sam said he would speak with a manager. Later that day Sam called me back and said they would take care of me and have someone come out and assemble the item on 29 MAR 23. When I did not receive a confirmation call I then called the store which began my horrifying Ashley experience. I've been treated like I'm not a valued customer and that it is my fault that I believe Sam when he stated they would get someone out to assemble the mattress. Special note, I've never once asked for this work to be done free of charge but rather simply just do the work and bill me. Today Shane called and left a message essentially stating I signed the receipt and the tiny print states it my responsibility to assemble the box spring. This especially stings since I had to wait on the phone one day for 43 minutes to speak with Jackie the manager. When she finally got to the phone I could not speak with her because my flight was departing and they were closing the aircraft door.

I purchased this love seat on April17, 2021 along with a 4 year protection plan. The product was not delivered for about 4 months due to covid. On September 2 of 2022 I opened claim #5624837 as my husband was having back issues and come to find out it was the love seat. On 9/22/2022 I called to see what was happening with the claim and was told a technician would call me. On 10/21/2022 I called and was told that someone would reach out to me.

Finally about a week later a man showed up and gave me a service # [protected] and said they would order parts. In the mean time I was forced to purchase another reclining chair for my husband since neither of us can sit on the love seat. Sometime in February 202 I got a call from

Ashley saying a technician would come to my hose the next day. The next day the same man that had come in October called saying that it was a mistake. that I should wait until Ashley calls me and says they have the parts. It is now the middle of March and my love seat still sits in my spare room waiting for someone to fix it. I am very upset and will never purchase from Ashley again. I am assuming they are waiting until my four years is up so they do not have to honor the protection plan I purchased! The salesman guaranteed that Ashley would replace or repair my love seat for anything that happened for four years!

On 12/10/21 I purchased a Chime 10" Hybrid Queen Mattress (Sales Order [protected]) from your North Olmsted store #89 . I was told that it was a firm mattress and would help with my back issues. However, I have not had a good night's sleep since I received it and wake up with a backache every morning. The paperwork that came with it says there is a 10 year warranty.

Pat Yaronczyk

[protected]@yahoo.com

I purchased a bed room set from Ashley furniture for my daughter. In a little over a year it was broken. I purchased extended warranty also, I filed a claim over a month & no one has come to take care of it! My daughter is sleeping on a inflatable bed. I spent the of dollars in furniture & this is so sad that a company like Ashley furniture allow third party company to get way with stuff like this & you pay for the extended warranty. This is horrible.

Ashley is the worst furniture company. There service is 3rd class and about there employees what to say after selling the furniture they will not listen anything about your furniture. Store managers are fooling people like us. Every single time we have to explain each and everything to a new person. From last six months we are trying hard to replace our bed. We have all the proofs about our filing the complaint but no one is listening. I will strongly suggest that not to buy furniture from here. Otherwise maybe you will have to face the that we are going through. I am mentally harassed by the whole staff.

We went into the Chattanooga Tennessee store and told them the bedframe will not hold our brand new purple mattress without bowing. We were told to call Guest Response Team to start a case. We did and they can't send someone out to our house to check the slats until a MONTH later. How do you call that customer service? We can't sleep?!? Not happy. Definitely writing Better Business Bureau.

The initial delivery was scheduled for 2/18/23. The incorrect items were delivered that included missing screws, and parts drivers(3) were extremely upset and embarrassed. I can appreciate the advocacy from the delivery team to Cody, one of the managers, to accommodate their customers. I spoke with Cody, and I was told they would take care of me due to their error, but instead, he passed things along to the sales representative to do so. So much for a warm hand-off and customer satisfaction is not a good decision, professionally.

On 2/23/23, the thought of risking my safety, a different set of drivers (4) considered cutting their contract with Ashley's damaged items returned by the driver. Rescheduling work obligations/meetings to be present for delivery I am without bedroom furniture and money spent. The most insulting conversation with the customer service representative sadly, Ashley’s script for their customers offering 5% back very insulting navigate that pitch guys. Still no delivery or communication from Ashleys. Professionally working for labor policy and procedure this has been by far the most unprofessional and insulting company I have hired or purchased from. I am considering GW's same-day delivery same items their customer service is top-tier. Sadly, expressed to customer service that I am pregnant and sleeping on the floor. All he could tell me is something pertaining to the delivery route, I understand he is only in customer service however, in this instance should be a priority by all means that's adequate customer service. Due to the inconvenience of Ashley’s staff, all drivers have complained about the lack of communication and the constant apologies they have given out to other customers as well, on the behalf of Ashley's Home Store Westland. The biggest regret for business

I am real upset with you. We bought a very expensive reclining sofa from you february 4, 2023 and i asked christina and the manager ( from ashley furniture at the pat booker store, san antonio tx ) if there would be a better sale price if we waited till the presidents day sale and they both said no. Now we have received through the mail and email that we could have saved 50% which is a bunch of money had we waited. We are very upset and probably never buy antother piece of furniture from you. Our whole house is filled with ashley furniture, but this will be our last. I will make sure all our family and friends hears about this. We found this same couch for $1650 at another store. I immediately called a day after we received this sofa to see if the price could be matched and they said absolutely not.

Sales order 202a025345 item no. U2800515

So, I bought a console from the Ashley store, when I received the furniture it was already, put together and when they delivered it to my house I noticed there was a ding on the front of the console. I asked to have it removed since I payed for new furniture, because they wanted to send a technician to repair the (new) furniture. I asked for an exchange the supposedly new furniture that they brought and delivered to me again had a ding to the front of it. Ashley's solution was to have a tech come out to repair. So, I asked why would I be paying for new furniture but, would a tech to repair it, sounds like refurbished furniture when I payed full price at the store. Sounds like a scam to me, which is very distasteful. When I called the warehouse and spoke to the Manager, Bob Ahern, he was very very rude, he basically told me, that because I was financing the furniture, that meant I payed no money for the furniture and I was upsetting him and his staff. Conversation ended because he refused to speak further with me.

Ashley Furniture has left a very bad taste in my mouth, I will not recommend your store, and I will post on every website to make other consumers aware of the scam that Ashley Furniture is engaging in to fraud, consumers.

I purchased more than $15,000 worth of merchandise from Ashley Furniture on Nov 10th, 2022. Upon delivery I was instructed to refuse any items that I did not want to keep and a refund would then be issued for those items. I also received broken King bed rails and were told to keep them and someone would come out t replace them within a few weeks. I have not received a refund or a replacement and NO ONE from this company is willing to help. I am simply told that they would look into it and nothing happens after that.

I am sending in more horrible pictures of this Ashley living room leatherette covering peeling off worse than when I sent in pictures before and your company doesn't care to rip off people. I sent pictures before and basically you said SORRY you bought it more than a year ago. I live alone and I do not sit on it because it must carry a contagious disease to do what its doing. This is your reputation! You know it's horrible when you cannot give it away for free. Ashley should be ashamed of themselves for manipulating the consumer into selling crap!. I am moving to Middletown NY and you know I will be going to any furniture store but Ashley to purchase a living room set ie: Raynour and Flanigan or any other furniture store that doesn't sell Ashley. I think you should see the pictures and there are more areas but these pictures should show how pathetic my experience with Ashley furniture was.

Joanne Mermell

30 Paddock Drive

Pine Bush, NY 12566

On 1/14/23 my new mattress and bases were delivered. They took the old mattress with them, draping it out on the ground. When they brought in the adjustable bases they were not packaged. There were no legs, the cord is scrapped up, dirty remotes, no batteries and one remote was missing the back. The driver called the customer service number and the lady ensured me that I would hear back in 7-10 days. On 1/17/23 I received a text saying they were working on it and then nothing. My salesman is not responding. I have called and chatted and get the run around. One person tells me I need to call the vendor to have it repaired, the next person says there is no ticket opened and then I have an appt and now received a text saying my products have not arrived. I am now out $5000.00 and sleeping on the floor.

I bought a memory foam mattress that comes in a box on January 1 at the Mallen store, they agreed that I would receive it on January 14 and it arrived until January 19 (first lie) when I received it and unpacked it and followed the instructions to wait 48 Hours before using it, the mattress was damaged, for this reason the old mattress had already been disposed of, I called on the 24th so they could change it and they agreed to send it on February 3 (another lie) for this my daughter was going to sleep in the sofa or on the living room floor... they talk to me about very rude customer service and they tell me that the mattress was not going to be delivered until February 7 (third lie) today I call customer service and they tell me that They will not deliver me today until February 14, for these dates, my daughter who is studying Jr High has been sleeping for 1 month on the sofa or on the living room floor, I ask that I want to return the mattress that they cancel the purchase and I get that they have a no return policy that I should have read when I sign I have to wait for the product to be available! something that the seller did not explain to me when I made the purchase and he did not explain to me that it was a show room. It is a store that is the number 1 of deception. I do not return nor recommend buying in Ashley.

I ordered a sofa set (Inv#[protected]) from the Gaithersburg, MD store (534 North Frederick Ave, Gaithersburg, Maryland 20877) on 1/31/2023 and I paid in full for furniture and delivery. My furniture delivery was scheduled 2/3/2023 from 2pm to 6pm. When no one showed up, I contacted the store to ask for the status of the delivery at 6:12pm. The Gaithersburg store mentioned that delivery guys are running late and should arrive at 7:15pm. I again waited until 8pm and tried calling the store multiple times from 8pm to 9pm (before the store closed time) but no one picked up my call. I called the next day to the store and they mentioned the delivery guys were at my place at 5:47pm and have a picture evidence. The picture shared with me only shows a picture of my house. Therefore, I need to pay extra delivery service charges in order to deliver my furniture. If I want to cancel the order, I still need to pay for the cancellation fee.

I asked if they have a picture which shows the delivery truck standing in front of my home or phone/text message logs that someone contacted me. No one even rang the doorbell since I took a day off from work and anxiously waited for the delivery. I was told that it is against their policy to ring the doorbell. I asked how else I would know if someone is standing outside my home. The store manager isn’t willing to listen or help in any way, and keep mentioning that I was not home. I contacted the regional office and they said I need to contact the store and resolve the issue with them. Also, the regional office said I need to pay extra charges for the delivery. This is so frustrating that I have been following up with Ashley two days already and no resolution yet. There is no urgency on their part to resolve the issue or how I, as a customer, feel the stress. I want to know who I should contact to report and get the situation resolved.