CB Furniture Stores Ashley HomeStore Complaints #2-21

Ashley HomeStore review: Poor manufactured furniture and bad customer service

Joana Samad of US

Sep 06, 2026 2:45 pm UTC

Verified customer

Featured review

Ashley Case 11162120

Dear Ashley's,

My complaint was opened on 08/29/2026 by Teria at the Gainesville, FL store and has yet to be resolved. This was my first and last time shopping at any Ashley store due to poorly manufactured furniture and bad customer service in fixing something that was/is totally not my fault.

I have sent several emails (Case was opened on 08/29/2026) to your customer service, with the last reply dated 08/31/2026, which included the verbiage below in red.

Not sure why it takes this long to ship a part, then we have to schedule a Technician; it would have been easier, cost efficient and better customer service to send a replacement sofa (See attached pictures for the degree of damage and my details below in purple).

From Ashley CS:
Dear Valued Guest,
Thank you for your patience.

We forwarded your concern to our review team, and they have advised that we only need to order the replacement mechanism for your item. Once the part arrives, our technician will be able to install the new mechanism and make the necessary corrections to the frame during the service appointment.

At this time, we will proceed with ordering the required part and will keep you updated regarding the next steps.

If you have any questions, please feel free to reply to this email.

Kind regards,

Customer Care Team
Ashley Furniture HomeStore

thread::9yHl4jE-BSONZ8zgEYcOoDk::

The below review was posted on Yelp, Google review and sent to the BBB:

Brand new, newly purchased, Ashley sleeper sofa is completely useless. Went to use it for the first time tonight (08/ 28/2026) and found the below and attached (pictures) damage:

1. Will not open
2. Metal frame bent and scratched on both sides.
3. Wooden frame near Metal mechanism is cracked.
4. Some type of black debris fell from under it when we attempted to open it up.
5. Will not close with the mattress inside, so we had to leave it out; the sofa is now useless to even sit on.
6. Need a replacement ASAP.

Can someone from Ashley headquarters call me with a resolution to this issue?

Please note that if this issue is not resolved one way or another this week, I will need to seek legal action.

As a single parent and Army Veteran, I work very hard for my finances and should not have to keep hunting a company the size of Ashley’s down for something as simple as replacing a sleeper sofa that was damaged in your warehouse. As I see all the bad reviews on TikTok, Google, BBB, etc., you would think you would want to do better.

Joana Samad

Looking forward to rectifying this no later than Friday, 09/11/2026

Recommendation: Do not shop here; still waiting for this to be resolved.

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Ashley HomeStore Contacts

Ashley HomeStore phone numbers

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Ashley HomeStore emails

ecustomercare@ashleyfurniturehomestore.com

100%
Confidence score: 100%

Support

Ashley HomeStore address

1 Ashley Way, Arcadia, Wisconsin, 54612-1218, United States

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Sep 07, 2026
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