Ashley HomeStore
reviews and complaints

TV stand arrived broken and missing pieces. Tried to call and get help, they told me it would be over a month to have someone look at it, when the main problem was missing pieces. (Not sure what they're trying to see from missing pieces, but can't imagine the caliber of folks being employed here is very high) They then told me to go to the store. I got to the store and they told me online sales weren't their problem, but suggested I try the online assistant option.

Tried the online option and seemed to go well; told the guy I wanted a refund, not a repair technician to identify that pieces were missing (Again a complete waste of time) The person agreed and gave me a case number stating that someone would call within a couple of days.

Someone did call, but again tried to send a technician to somehow "fix" missing parts. Again, told them I wanted a refund. They sent an email asking for images. Sent the images twice with no answer. So I responded back to the email, because at this point I was not happy. Again got a call asking about repair, but finally "persuaded" the idiot that I wasn't interested and got them to schedule a pickup.

Folks with the pickup crew arrived at a non-agreed time slot, but at least grabbed the furniture and left. And that's it. Haven't heard a single thing since then, and certainly haven't seen a refund.

I bought sealy postireledic which is too firm. Told them I wanted to exchange immediately. They made it a huge problem and no exchanges. Then they finally agreed and I paid 1700 more for a tempur pedic but the deliveries kept not showing up and I once changed my date they said I refused it which is not the case I was sick and not able to do the delivery that day they gave me a new date and they didn’t show up. Then they canceled my order and said it’s past the time frame I can get it which to me is a scam. I’m very upset bc I paid 3500 plus 1700 and stuck with this uncomfortable matress ? No. Such fraud.

I purchased around $9,000 worth of furniture from Cookeville TN. Ashley store. Had many problems with my orders. They dropped a cabinet while taking it off the truck and they tried to bring it in the house damaged. 2 of the 4 dining chairs looked used (they had stains and holes in the fabric). damaged nightstands, After almost a year I got everything I ordered. All of this was for my retirement house. And I did not live there full time yet. A year later while I was at the house working on it I sat in one of the dining chairs and the back 2 chair legs cracked pieces of wood were falling from the chair. I went back to Ashleys with the broken legs and tried to get replacements. I was told the chairs were no longer made but they could SELL me another style chair. I was not buying new chairs when these were never used. The manager said because I had so many problems with my order they would contact the parts department to find out if they had the legs. I never heard from them again. I called but the calls go to ashley's corp. I called parts department and was given another # to call who gave me another number. Now I have a broken chair and 3 other chairs that are useless and NO HOPE OF HELP FROM ashleys.

I purchased dining room chairs from Ashley Furniture in Auburn Hills, on 11/06/2022. I then went home and found the same chairs online for a cheaper price, so I cancelled the order on 11/07/2022 and was told the refund would be credited to my account within 7-10 days. To date, I have not received my refund. So, I contacted my banking institution to dispute the charges.

I purchased a full bedroom set 11/05/22 and was told everything but my bed rails were avaliable upon delv we where informed that only the dinning tale chairs headboard footboard and nightstand was avaliable as the second night stand was damaged but they had 40 something in stock but they never brought it we recieved a text stating we can come pick up our stuff my husband called the store to see what items and was told bed cover which the sales guy gave us for a full bed we didnt need or want then recieved a text tuesday that said my rails buffet and nightstand was in and can get delv. On fri then today thursday recieve a call from sarah lynn out of bruswick ga who said the dining room server nor the flip top sofa is avaliable as one of the items was damaged again and the other was not available yet. She also stated that it would not be availiable until dec. This is unacceptable. I am very upset and feel they need to give me the one in the store as they can't sell them anyway as they have none in stock and ashley can wait till dec. Or return my money and I can go somewhere else.

I purchased a couch from Ashley's 11/4/2022. I was mislead by the display and the customers sales rep regarding the size of the couch. I have called the customer service number numerous times and was hung up on almost every time.

When I called my original sales rep he blamed me for the issue (while huffing and puffing). I paid $3500 for a smaller couch with a $600 warranty added. I have asked them to remove the warranty so I can purchase the missing piece (although I was mislead) and was rejected.

I did not realize he took a piece off to make it seem like I was getting a better deal. He said he took money off from the warranty but in reality he took a whole piece off.

I do not want this couch nor any couch from Ashley's but I am not able to get a refund only am exchange. I am highly upset and frustrated regarding this situation. It is not fair, I am not paying for that couch.

Hello we purchased sectional sofa from north central exp way Ashley Store assit by sales person Billi he was very nice and helpful person very nice way he treat well trained and they said we will deliver on 15th November 2022 but before 4 days they called us and said we will deliver on 16th November 2022 instead of 15th November 2022 we said okay we will wait for 1 day.

But on 16th November 2022 we received half part of sectional sofa that is 2 seats only and that driver said in this area our 5 trucks coming for delivery so just call in customer service or store that in which truck your half portion is there. We called in customer service one lady told that in 24 to 48 hours we will reply you about your half part of sofa we were not satisfied by this answer so we again called in customer service afternoon one man talked very rudely he didn’t know how to answered to customer he didn’t response properly and said we lost your sofa from warehouse now you should wait or complaint or talked with sales person on store so then I talked with Billi who is a sales person he said please wait by 4:00 pm definitely I will give you updates he didn’t called us still I called in store at 4:20 pm Billi said I am just checking just wait for 5 minutes I will call you 20 minutes passed he didn’t called us I called at 4:45 pm he transferred to Manager named is Mr. Kodi of north central store I explained whole story he said I will give credit of delivery charges $199.99 and wait till 1st December 2022.

So as a customer how I trust to him that they will deliver to us on 1st December 2022 because I read reviews they just give you time they are not delivered the right products and not taking customers problems.

So I recommend to all other customers dont visit to Ashley store they giving you good discounts but products not delivered and also not good customer service very worst customer service I ever see if there negative ratings definitely I give them please visit to other store but really dont visit this worst Ashley store. They just give you excuses even Manager how to trust other salesperson or customer service.

I purchased a sectional and a mattress from the store in Dulles, VA in Oct. They said the delivery would be on Nov 10th. On Nov 7th I called and they said they would deliver only on 17th. No updates from them. I would like to cancel the order, but they say that all sales are final and only store credit is possible. I dont want any product from that store. 3AAny possibility of canceling and get refund ?

Mt dinningroom set broke after a dew months I got it. I paid for a protection plan and no one helped me. I reached out to the store and the supervisor was suppose to sent someone to assemble the new chair and see if the whole set had a defect. I been reaching out to the customer service and even emailed the cooperation, the donning room has a defect, and I just want my money back. I been going back and forth with the store for the last 2 months. I emailed the supervisor and called him alot, he never got back to me and was very unprofessional. I had to call customer service, for them to reach out to him. he ordered the back part of the chair, however he told me I have to find someone to put it together, this should of never happen because I just got this dinning set in june. when I went yo the store to speak to him before he ordered the part, because he want answering my email, he said he would sent someone to assemble the new chair and check because it could have a defect, and for me to call the store once it arrives. after I got the back part of the chair, I called the store, one of the customer service told me to give then till that Thursday someone was going to call me to schedule to come assemble it. the store Manger raham then calles me and Saud he never said that, and I told him, he did say that when I went to the store. I am very pissed off, because as a customer I should of never got treated the way I did. I will like a full refund, and they can send someone to come get the dinning set, this is the first and last time I order from ashley again.

We purchased a queen bed firm mattress from the local store. Found out it is too firm and want to exchange it. Only to find out they have a No return policy on mattresses. How can someone reliably test a bed to ensure it is a good fit for their sleeping habits?

This is a simple means of not liking the firmness and wanting a softer one. Tempurpedic as well as companies like Mattress Firm have a 90 day or longer exchange or return policy. So for any future purchases it will only be furniture if any.

I ordered a new bedroom on 9/25 and took delivery on 10/14. Delivery was made by 2 unfriendly men that rushed through it all. They left without asking if I wanted to check it all out. Only the bed was placed where I wanted it. Nightstand and dresser were left where they dropped it when they walked in.

When I placed the order with Daniel Ayo, I had told him that I don't want a high bed because my hips are not the healthiest, I want to be able to sit on the bed and my feet touching or almost touching the ground. He said he would take care of it by selling me a lower box spring.

When I went in my bedroom as soon as the installers left, I almost started crying. Bed is way to high, and damage to the headboard. No wonder those men took off in a hurry.

I immediately called customer service to complain about that and that they also took the part to attach to the nightstand for USB connection. (They left the bag cut open but part was gone. I got an e-mail on that part that is was coming in the mail but not received it yet)

I was told by customer service that they would make sure someone would call to schedule an inspection, which still has not happened. I even went to the store to talk to Daniel about it and he said I would be taken care of, including the boxspring.

On Tuesday 11/25 I called to receive an update. A lady called me saying that they can not replace the boxspring because it's to old now and because it is bedding. I wonder if it would have been different If they would have helped me the day of delivery and my complaint. So I asked the lady if I had to buy a new box spring and she said yes.

This is crooked to me.

I'm still waiting for service on the the headboard. If you need video and pictures, I will gladly send you these.

I have the feeling that once you sign your purchase order, service goes out the door.

The video has the damage they made to the headboard,

I would appreciate if someone would help me.

Thank you in advance and have a great day.

We purchased a section, order #[protected], 5/28/2022 and it was delivered 6/16/2022 by a sub contractor who brought it in set it up & left without allowing me time to inspect it. The next day I called the store to advise about the horrible workmanship and that I wanted to exchange it under the Warranty & repair information in the contract we signed stating we had 72 hours to report & address the issue. At that time a very rude woman said I couldn't do anything because I accepted the delivery but they could send a repair person to look at it

Since then we have had at least 6 repair visits and the sectional is worse than ever. The chaise does not connect well to the next piece, cushions do not fit well and are already breaking down & the fabric is falling apart. The repair person has stated more than once that there is nothing he can do about all the issues I have with the furniture. I was told 2 weeks ago more parts were being shipped which to date have not been received. We paid for the 5 year warranty and hope it wont take that long to get this fixed.

February 2022- table delivered

May 2022- first call re warranty regarding damage to table

9/2/22- service tech finally came out (after they cancelled 2 other appointments) to see chips out of table top that were apparent after 3 months. he recommended a new table top, that it was a manufacturer defect and table top was peeling off. he said i’d get a call in 2 weeks.

10/5- never heard back so i called customer care. they reported that my case had been closed even though no one contacted me. apparently service tech said there was normal wear. i requested to see the service log which was denied. i asked to speak to a manager. i spoke with rob who was also would not let me see report and who could not answer my question if normal use should cause significant chipping after 3 months. i asked to speak to his manager. he said connie would call in 48/72 hours. 3 weeks later i have heard nothing.

Yesterday I had a technician from AHM come to my house to replace a cushion on the left side (facing the sofa). Unfortunately when he got here to do the work, he said Ashley Furniture sent the wrong cushion for that sofa. Then today I got a text message from what appeared to be Ashley but might be from the warranty department. They stated that this was not covered because it is normal wear and tear. I know it's not normal wear and tear because I'm the only person that lives in this house and sits on that sofa and I always sit on the right side. I brought this issue to their attention within the first year of the warranty but now that year has passed as of 9/27/22. So I believe part of the reason for not covering it is because of that but honestly I think the real reason is a miscommunication in the technician's report. When he was out here yesterday I made the unfortunate mistake of mentioning how the right cushion is starting to buckle since he put that missing piece of wood under the sofa. He took pictures of that and mentioned it in his report. I truly believe that he might have thought the right cushion was more from wear and tear as that is the side I always sit on; however, it was the left side that he was here to replace but couldn't do the work because Ashley ordered the wrong part (cushion). So even though the company was willing to replace that cushion before today, now they are telling me the technician says it's wear and tear. I don't believe the technician said that, I believe he might have been talking about the right cushion. Nonetheless, I want this fixed.

I had called ahead of time to ask about mattress return policy before making a purchase. I was told I would have 30 days minimum to return the mattress if I did not like it. So I had a friend drive me to store to make a selection due to me being visually impaired and unable to drive on hwy. I made a selection of stearns and fosters soft mattress. I also bought a sofa cash at the same time. The mattress was financed. I called my salesman to ask him to switch it to the firm mattress instead because I have had back surgery and felt this would be better for me. I was told that the second choice would be cheaper and that I would receive the difference. I had been waiting and nothing, in the meantime, I realized that the mattress that was delivered was a hurst not a stearns and foster. I had also tried calling finance company, but no one answers. I called Ashley customer service and they said that they will not take the mattress back. I told them that I was told I had 30 days to return and they said no. So I was deceived, because had I know that, I would not have purchased that mattress. Ashley said I can pick another mattress, but if its less, I lose the difference. SO either buty a higher priced one oand pay s the difference or lose the difference

On 9/10/22 I purchased a tempur-pedic mattress with Ergo 2.0 Base. It was delivered to my home on 9/17/22. I found the mattress to be too firm. I went into the store on 10/08/22. I spoke with the salesman who sold me the mattress and Sabrina at the customer service counter. Sabrina printed off my invoice and gave me the phone number of Tempur-pedic. She said they would require me to sleep on the mattress for 90 days before making an exchange to a softer mattress. I called Tempur-pedic on 10/18/22 to let them know the mattress was to firm and I would like an exchange. Customer service at Tempur-pedic said they could not offer an exchange since I did not buy it from one of their flagship stores. She said I would need to talk to the store I bought it from for the exchange. I immediately called Ashley Home store. The person I spoke with said they do not make exchanges on mattresses and it says so on their website.

I did not buy the mattress on their website. She said Sabrina was off for a few days and she would make sure to speak to her about the store policy. I was not aware they would not exchange the mattress and it looks like their employee was also unaware. Many of the advertisements on these expense mattress offer free sleep nights of 90, 100 days etc. She said she completely understood my concern and wished the store would change this policy. I spent over $5,000.00.

We Purchased a sectional sofa back in December/January - it was delivered at the end of February. The furniture is in our formal living room so it does not get used very often. Well, it looks as if we use the couch more than the one that we have had in our family room for over five years. And we spent a lot of $$$ on it. The material is just falling apart and it looks AWFUL. I reached out to the store on McKnight Road in Pittsburgh where we purchased the furniture, and they said the furniture had a 1-year fabric warranty. So we reached out to the customer service the store associate referred us to and they asked us to send them photos which we did - within a few minutes they called us to tell us that it was normal wear and tear and too bad basically! Well if the furniture looks this bad after only 8 months with minimal usage - it will be ready for the trash in a year's time. Not only are their products not worth the money their customer service is just as bad. We will never buy furniture at Ashley again. Some people have told us their products are not worth the money and we thought we would give them a chance - I wish we would have listened. My daughter just purchased a new home and needs furniture - she will not go to Ashely that is for sure after what our furniture looks like!

This is the second time I am writing my complaint - the first one was never posted!

Had several calls to confirm time and day of delivery. Moved furniture around to receive my purchase. Set at home waiting and waiting. Called Ashley. The truck was canceled for today. No courtesy call. No word at all about no delivery. Reschedule, put my phone number in Ashley website. They have no record for my up coming delivery date. I WILL BE PASSING Ashley furniture store when looking for my dinning room set.

I purchased this set on September 2, 2014. Invoice number [protected]. I contacted Ashley as soon as I knew I had a warranty. To my surprise I had a 10/10 year warranty. I sent them pictures of law tags, and they sent out their own tech on September 23, 2022 he measured the defect on the Sealy Posturepedic Hybrid Mattress with his tool along with his observations. The tech wrote. “ I recommend referring to manufacturing to explore further options COMPLETE MANUFACTURING DEFECTS “ The text also took several pictures. I also contacted Sealy but they directed me to Ashley. Since my cell phone records show I have been corresponding since September 19, 2022. I have a case number from Ashley and a ID number From Sealy. Ashley case number [protected], and Sealy ID numbers are 460874,465914 referring to correspondence from them to file a warranty claim with Ashley Furniture Home Store. I have sent numerous pictures of law tags, Sealy own warranty certificate to both parties. I been dealing with this since September 19, 2022 and currently waiting on a response from Ashley whether they are going to give me a mattress replacement. All I am asking for them to honor the warranty and give me a replacement mattress. Sealy Warranty 10/10. SN [protected]. “ Certificate “ “ Fairness “ I told Ashley customer service if I do not hear from them their response today at 4 pm to a mattress replacement I will move this process forward. All of this is correct to the best of my knowledge. [protected] time stamp when sent to the complaint board.

Item #3080342

Chair was ordered Oct. 23, 2021. Chair arrived at Ashley Home Store, 905 Loucks Road, York, Pa 17404 in January 2022. Chair was picked up by my son and husband and brought to my house in a box. We opened the box, took out the chair. The backing on the chair was pulled apart from the frame and there was a rip in the fabric at the top of the chair. Took it right back to the store. Was told that they would order another chair and I would be called when it came in. I was never called so on September 15, 2022 my husband and I went into the store to ask for a refund because of the length of time for waiting for this chair. Store manager, Christian and employee Tammy, said they had no reorder slip and have no idea where the chair is or if it was ever ordered. Christian thinks it was placed on the showroom floor but they don't know. I demanded my money back but they would not comply. Instead, said they would send an email to corporate and call me back the next day. No call. I had to call them. Tammy, at the desk, says corporate did not get back to them and she would let me know when they do. I do not want this chair anymore. My patience has run out. I would like a full refund of $652.95 and I think after all I have been through, you should graciously refund my money.

My email is [protected]@comcast.net. Please reply.