Ashley HomeStore
reviews and complaints

Hi,
I am writing because of the frustrating experience I have encountered with Ashley Furniture. I have never experienced anything like this before. The way your company handle issues and returns are very confusing. Customer Service never follows up with you or provides the status update of your concerns or complaints. First, I purchased Wall Art (Painting) on 5/1/21. Upon waiting a month to receive the painting I called to check the status and was told I should receive the item in two weeks. After never receiving the item I went to the store to check the status of my order and was told that an error was made in the system so this is why I never received the item. I finally received the painting but the frame was damaged during direct shipment. I tried to return the Painting to the store along with another item I had received via direct shipment that is damaged due to rust on the wall art (sconces). I was informed by management and customer service that because it is a direct shipment they would not be able to help me with my issue. I would not be able to return the item to the store.

Secondly, I purchased Accent Bench, sectional with sleeper with chaise and wall art (two sconces) on 5/13/21. Upon receiving the delivery for the sectional sleeper it was brought to my attention the salesperson entered the order into the system incorrectly. The delivery only included a sleeper not a sectional sleeper with a chaise. I refused the delivery for the sleeper. After going back to the store to ratify the problem the salesperson place another order for the sectional sleeper with chaise.
The accent bench was damaged upon delivery. I immediately noticed the damage and called Ashley Furniture about the damage on the bench. Customer service asked me to take a picture of the damaged item and send the picture via email to her. A few days later I received a call stating a technician will be coming out to examine the damaged bench - and or repair the damage if possible. On 6/17/21 a technician came out and tried to fix the damage by spraying some solution on the fabric area on the bench. After the area dried the stained area resurfaced and cause more damage to the fabric on the bench. I called Ashely Furniture again on 6/21/21 informing them that the damage was not repaired and request to have the accent bench replaced. As of 6/28/21, I have not received a response or update regarding the accent bench.
Thirdly the two Wall Sconces purchased on 5/13/21 were directly shipped when I received the items they were damage appearing to have rust on the sconces. I immediately returned the merchandise to Ashley Furniture store. I was allowed to return the two wall arts and placed another order for two more wall art (sconces). Upon receiving the second order of the wall sconces they were damaged too. So I returned the sconces to the store on 6/11/21 along with the painting, but they refuse to accept them back. I was told that they would need to submit a claim to determine what the next course of action would be. On 6/20/21 I received a call from Ashley asking me to bring the items back to the store again and I would receive a refund. On 6/21/21 I returned the items to the store and was told that they need to submit a claim for the refund to the central office and it will take 24 to 48 hours to receive approval for the refund. They said once the refund has been approved I have a choice to drive back to the store again so they could issue me the refund or I can call the store to receive my refund. Seven days later 6/28/21 I called the store again to check the status of my refund and was told that he is still working on it and have no idea when I will be receiving my refund. Jeremiah stated that he should have more information sometime this week. He is waiting to hear from the central office.
This has been a horrible experience for me. I am very frustrated and traumatize by the interactions I have encountered at Ashley Furniture. I do not understand why the communication is not transparent. Why I am told mixed communications. Not following through is unacceptable. I have been completely patient throughout this process but my patience has run out. All I want is to receive a refund for the wall arts and a new accent bench.
Sincerely,

AJ Williams
[protected]

Sales Order number: [protected] Wall Painting
Sales Order number: [protected] Accent Bench
Sales Order number: [protected] 2 Wall Art (Sconces)

Sales order no [protected] - delivery date 1/3/2021
sectional sofa, piling all over the entire piece - fabric is terrible! purchased insurance and submitted claim T17896 - ins claim was REJECTED - Insurance co stated that due to the couch being so YOUNG this qualifies as a MANUFACTURING DEFECT and they will not cover - recommended I address with Customer Care- Spoke with Nateyah from customer care - who told me to use a fabric shaver and they will not fix it - requested this to be escalated to a Manager for assistance - No call or follow up. Spoke with my Salesman - who referred it to his manager - NO RESPONSE!
WHAT TYPE OF COMPANY ARE YOU - I PAID IN FULL FOR THIS SECTIONAL - AND NOW I CANT GET IT REPAIRED? I WANT IT FIXED/REPLACED OR REFUNDED AND I WANT A RESPONSE IMMEDIATELY THIS HAS BEEN GOING ON FOR A MONTH!
Gerry Fata [protected] / Tracy Fata [protected] [protected]@gmail.com

Dear Sirs:

On 3 April, 2015 I purchased a furniture protection warranty.

[protected]

Mont 2499

$349.00

I am asking for the total charge of this warranty to be refunded due to no claims being filed.

This refund became due to be claimed in 2020. Although due to COVID19 I am asking that you extend an exception and issue my refund. The last thing on my mind was seeking my refund, since your business was closed.

Please enclose a check to

Robin Dyer
216 Sunset Path N
Monthomery, TX 77316

Thank you in advance for your attention to this matter.

Robin (Hedgecock) Dyer
[protected]

I ordered a bedroom set on Jan 25th 2021 and today is June 20th 2021 and I still haven't received my orders. they charged my credit card for 5 month but they don't even have a convincing reason for all this delay. my back hearts because I slept on the floor for last 5 months. who's gonna take care of this? how many months should I wait to receive my bed? I tried to chat with an agent 10 times but they never answer. this was the worst online shopping experience that I ever had. I went to the store to talk with someone but they told me they can't do anything for online purchases. this is so so so frustrating and disappointing. I never go back to Ashley and never suggest them to my friends and my family.

I bought a leather sofa and love seat from Ashley furniture in November 2020. They were delivered January of 2021. I moved out of state February of 2021. In June of 2021, I stood up with my hand on the arm of the leather sofa. The arm of the sofa gave way, and smashed down. There is some sort of frame damge. (I was temporarily on crutches and needed the support as I stood up. I am not a big person, so it was not a lot of pressure on the arm). Ashely furniture customer service told me the one year manufacturer warranty will not cover it since I moved from the original delivery place. The 5yr warranty will not cover it since it is frame damage. This is such poor workman ship. I do not have kids, and have not been rough on this sofa. Also of note, when it was delivered, I noticed that this particular arm was slightly crooked. I thought it was no big deal, maybe just coushining not level. I should have said something right then and there. It seemed like such a minor issue, but apparently it was more.
I am absolutely disappointed in Ashely furniture. They clearly manufacter products with extremely low quality and will not fix issues that are due to their poor quality.

I purchased a bed frame on 3/12/21 from the Ashley Furniture in Whitehall, PA knowing full well the delivery could take up to 12 weeks. The first delivery was canceled on me the morning of the scheduled delivery due to the bed being damaged. I was told by the customer service rep (CSR) that they would call me back in 48 hours to give me an updated expected delivery time. I never heard back and after 72 hours I finally called back. The CSR stated that my bed was not expected to come in off the ship until the end of July. This is well past the 12 week expected delivery so I called the store in Whitehall to get a full refund. No one answered. I made several calls for three days in a row and no one ever answers the phone or returns voice messages. I finally received a call back from customer service stating a new bed had arrived in the warehouse but deliver was booked for another 3+ weeks out. I was extremely frustrated at this point and after insisting that they attempt to find a closer delivery date, the date was scheduled for yesterday evening. I received a text stating the delivery window was between 3 and 7 pm. By 6:35 I had yet to hear from the delivery people so I called the retail store, who finally answered this time. She stated to call the store in the morning if I did not receive my delivery. I attempted to call the delivery customer service line, but they had already closed. Then, finally, after 1 hour and 45 minutes past the delivery window I receive a call from Robert Proto with Pilot Freight Services stating they would be canceling my delivery last night due to the weather. When I stated that it was only raining, he stated "the truck cannot go on any longer." I told him that it was completely unacceptable for him to have waited that late to call to cancel let alone not even make a courtesy call prior to the end of the window. He basically had nothing to say other than he would send a request to corporate to reschedule. At this point I am beyond furious at your company. I am extremely disappointed in how poor your company's customer service is and I would like a full refund for this bed frame including the delivery and set up fee.

Hands down the worst customer service I have experienced in a long time. I bought 3k of furniture to be delivered and they changed the delivery date without notifying me. Then since all could not be delivered it took five weeks to get the rest. I was just fed up, so I asked for a refund. Pat their manager did not apologize or give any concern that I was cancelling and refunding my order. Zero empathy or concern. I went in and refunded my purchase and took my business to IKEA. I'll never shop there again. Complete terrible customer service.

I purchased almost 6 thousand dollars worth of furniture from Ashley including an accent chair. In the midst of owning the furniture my puppy had gotten my chair dirty with dirt. I had some other delivery damage so I called the protection people. After about 2 weeks of trying to get through they finally set up an appointment to come clean the chair. Since the other furniture was still under the stores warranty I would need to have ashley come and repair those items. I started this process in Jan 2021 and finally in March 2021 they came to repair the furniture, I was told that a separate tech would come to clean the chair. The tech came repaired all the items and asked me if I just wanted him to clean the chair. I said no that the other company was supposed to come as well he insisted that he clean it and that it would be fine no worries. After the tech left I noticed that he had overcleaned my chair causing it to look faded and dated in parts. I called ashley and they said they would send another tech to access the damage. The other tech in fact told me that the chair was ruined and that they would replace it. Come to find out that chair was no longer available and so they said they would re upholster it, I refused I wanted another chair and agreed to get a complete different one. After going back and forth with corporate, the store and the protection ppl they finally agreed to give me a store credit. Every chair I picked was going to take 8 to 12 weeks to be delivered. At this point I was tired of hassling with them and just wanted a refund. Finally 5 months later a million calls and endless hours of being on hold they are coming to get the chair and issue me a refund this customer service from them has been horrible and a never ending nightmare.

Today, I called the customer service number [protected] at Ashey's AGAIN looking for my refund to my credit card.
I called Ashey on 4/10/2021 canceling my order since the sales clerk misrepresented delivery time and that he could deliver partial orders.
I called April 29th and was told my order was canceled on 4/14/21 and my credit card will be credited any day now. I should call my bank to see if the credit is pending.
I called again today 5/6/21 and I was told that even though the order was canceled, the finance office was not informed of this cancellation but the customer service person will do so now. Also, I will now have to wait another 7 - 10 days. I asked if she could expedite the cancellation and was told no. It was Ashly's fault for not completing the proper paperwork and not mine. I followed up several times and whoever answered the phone just did not care. I received ticket number # 355893 and I should call Ashley customer service tomorrow again to ensure it was processed.
What kind of business is this? I purchased the furniture at Ashley's Furniture, 7919 Pat Booker Road, San Antonio, TX but the individuals answering the customer service phone appear to be the problem.

Ashley Homestore's customer service is nonexistence. Once they have your money they don't care if you get what you ordered, if parts are missing, if they deliver your damaged furniture at 10:00pm. They just don't give a damn about your miniscule problem. They have your $5, 000.00 now take your trashed furniture and get out of our faces, WE DON'T CARE!

They sell you a warranty for 3 Years to fix a product and nothing comes of it. I tried getting a hold of someone over a year ago to fix a broken chair leg and no one got back to me after numerous calls and emails. I drove to a store and all they did was put me on the phone with customer service. My three year warranty is up and no one can tell me where my refund money is since I was not able to use it. I have been on hold numerous times and they tell me they sent it in the mail but its been a few weeks and nothing has arrived and you only have 30 days to use it before it expires. And now we are down to the last week and a half. Ridiculous!

My husband and I purchased a sofa and loveseat from your store at the Mall of Georgia in Buford. We were told it would be delivered on April 16, 2021. WE were told that the sofas we had selected were back ordered and that was the cause of the delay. After hearing nothing for 6 weeks, I called today and was told that the delivery is now scheduled for May 8. This is unacceptable. My husband and I are both in our 70's. The young woman who gave me the information regarding the delay seemed totally unconcerned about the status of our delivery. She had no information to offer regarding where the items were being shipped from and just seemed to want to terminate the call asap.

Our order number is [protected] - The items we purchased were the Larkinhurst sofa and loveseat. This was a major purchase for us and we need these items as soon as possible. Your online delivery tracking link indicated that your website was down. I called the store and was on hold for 20 minutes before apparently being transferred to some national center. If this is your idea of selling and quality product and quality service, you are failing.

Purchased leather recliner 3/5/21 at Southaven MS store, delivered 3/10/21. Reported a problem with the left arm rest on 3/13/21. I was told I would be contacted in 24-72 hours. Contacted customer service again after 72 hours and was told I should be contacted in a day or so. After 3 days went to the store and was told it probably was not entered in the computer correctly and I would be contacted again in 24-72 hours.. Called toll free customer care every 3-4 days since then. One time I was told they would send someone out on Saturday 4/3/21 and no one came or even called. Have talked with customer care 3 times since, last being 4/9/21 and was advised that there was a service order that was created but the service coordinator was not taking action. The agent advised that she would advise the coordinator's supervisor and advise that no one was taking action on my problem. I still have not been contacted by anyone from Ashley. I have done the contacting.
This is not the service I was promised or expected from any business.
Keith Munday
6775 Beaumont Circle
Southaven, Ms. 38671
[protected]
[protected]@ Comcast.net