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Ashley HomeStore
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1.7 799 Reviews

Ashley HomeStore Complaints Summary

130 Resolved
655 Unresolved
Our verdict: With Ashley HomeStore's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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10:43 am EST
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Ashley HomeStore leather sofa and loveseat

We purchased a Living room set from Ashley Furniture in July or August of 2013.
It has started peeling over the last few months and I have researched the internet and found that Ashley is aware of the defect in workmanship. I have never had a living room set peel like this and not last. It has been well documented that Ashley built an inferior product and needs to take responsibility for their poor product

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12:16 pm EST
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Ashley HomeStore store manager and customer service

We purchased a bedroom set from the Ashley Furniture Homestore in Shiloh, IL on Greenmount Rd on 1/19/18, which upon delivery on 2/1/18, was damaged. We schedule a time for Ashley to come out and exchange the damaged footboard, and were given a 3 hour time window on Saturday (2/10/18). No one showed up and no one called to say they were running behind. My husband called the store in Shiloh, IL and spoke to the manager Jim, who said there was nothing he could do, it happens, and to call the Customer Care Team. My husband did this and was told, nothing could be done until Monday (2/12) and someone would call that day to schedule a new appointment. Instead, my husband received an automated call on Monday, requesting that he confirm the appointment time that has been scheduled for Tues (2/13), when we would both be at work. My husband again called the Customer Care Team, and spoke with a an individual who could not explain how the appointment was made and when he asked for a refund or compensation was told no. When he asked for a manager's info, he was told he would not be given the information. I reached out to Ashley via their chat service on the website on Monday. I messaged with Alissa, who after hearing our issues, provided me with a number to Corporate. She then said, she could not assist me when I told her I wanted to actually talk to someone who would help me, and then said she was terminating the chat to assist other customers. I called the Corporate number she provided when I got home from work and after sitting on hold for about 30 minutes, was told that they could not locate my account information, and I would have to be transferred to my local Customer Care Team to have the issues resolved, this is the same Customer Care Team/Line that did not assist my husband. I spoke with an individual, and explained the situation. I informed the agent that Ashley clearly is unable to provide an exchange, therefore, I would keep the damaged footboard and would like the cost of the footboard to be refunded. Again after being placed on hold numerous times, I was told I would not be refunded the cost of the footboard, and if I did not want to exchange the footboard, I would only be given a 10% discount off of the cost of the footboard, which is $24. I told her this was unacceptable and ultimately gave in to scheduling another appointment. She assured me the Tues (2/13) appt. was cancelled and that a new appointment was made for Wed (2/14). She told me I would receive a call 24hrs out giving me a timeframe for the delivery on 2/14. On 2/13, my husband received a phone call from the delivery team stating they were on their way. He told them that was supposed to be cancelled and no one is available for the exchange. The delivery men said they were not notified of the cancellation. After my husband told me this, I called the Customer Care Team and requested to speak with a manager immediately. After sitting on hold for close to 30 minutes I was connected to Shawntez. He told me there was nothing that could be done, the appointment on Wednesday could not be met, and the only recourse I had was to schedule another exchange appointment and see what will happen. He became rude and attempted to talk over me several times. He told me I would not receive any compensation for the issues and I would not receive a refund for the cost of the footboard in lieu of exchanging it. When I asked for his manager's info he told me his manager only gives out that info at his discretion. I said then contact him now and tell him the situation because I want to speak with someone else. He told me no, he will not get that info and would not allow me to speak with anyone else. I disconnected with him after telling him I would be filing a complaint with the Better Business Bureau. I then contacted the local store, and coincidentally spoke with Jim, the same manager that told my husband there was nothing he could do. After telling him I wanted to speak with someone over him or someone in charge of the Customer Care Team, he finally said he would make some phone calls. I asked him during the course of the conversation what the return policy was because I was considering returning the bedroom set, to which he responded that because it has been in my home, it could not be returned. Jim made some calls and called me back to tell me I would receive a phone call from someone within the hour. After 2 hours of waiting, I called Jim back to tell him no one had called. He said he would make some more calls and a short time later, I received a call from a woman with the Customer Care team, who actually provided assisted my needs and provided a satisfactory resolution. She was able to provide a partial refund for the delivery and also scheduled an appointment that was convenient for us. She called back today, to confirm the delivery date and said we would receive another call regarding the specific time frame for delivery of the new footboard on Friday (2/16). In addition, we decided to cancel the $500 protection plan we purchased at the time we bought the furniture, because the paperwork we received stated we had the right to cancel this plan for any reason within the first 30 days. We knew the terms of the plan, that if we didn't make any claims in 5 years, we would have a $500 store credit to use, and we have decided never to purchase from Ashley again. After contacting the number on the back of the protection plan we were directed to call the store. My husband again, had to speak with Jim, who said we could not cancel the protection plan because we received 60 months financing. My husband told him that no one said at the time of the purchase that the 60 months financing was contingent on us purchasing the $500 protection plan and further, the paperwork says we can cancel. Jim stated, well you have to come in the store then, and you can only receive 12 months financing. My husband said fine, went to the store, cancelled the plan and the financing was changed from 60 months to 12 months. I am astounded at the lack of customer service, especially because while I sat on hold multiple times, I listened to the same recording stating how much Ashley values their customers, and how grateful they are to the customers who accept their furniture in to their homes. Nothing could be further from the truth, after what we went through. Ashley only cares about making sales, and once the sale is made, the customer no longer matters. I will never purchase anything from Ashley again, and I will strongly discourage everyone I know from making the biggest mistake of their lives by shopping at Ashley. Potential buyers beware, the Customer Care Team is not interested in providing customer care, they apparently have the authority to refuse to assist customers and to refuse to provide their superiors' information when they are rude and not performing their jobs.

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7:07 pm EST

Ashley HomeStore leather couches pealing

We purchased our very first furniture set for our first home! Black leather couches, tables etc. 10/2/2012. No issues until about 8 months ago when started to notice the top of one of the couches pealing. Do not understand as they are hardly even used... and never even touch the TOPS! We spent more than $4500 here at Ashley in one day! Only bought leather because We did not want something that was not going to last! What a ripoff. Called and got the runaround to just gave up. Will never recommend or ever purchase from them again.

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Shaun R.
, US
Feb 04, 2018 9:24 pm EST

Hi Mark.

Appreciated reading about your concerns.

There are several issues which can explain the difficulties you're having. To begin With, please understand that not all leather is the same kind or grade. Less expensive leather is thinner and processed. It can more easily peel over time, especially of it's not taken care of properly. Remember that leather is skin.

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12:44 pm EST
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Ashley HomeStore couch / sofa / loveseat

I'm writing this email out of extreme frustration and I'm feeling so helpless and regret the decision of buying the sofa from this store.

I bought a 2500$ worth sofa and love seat and within an year the leather came off.. I've been trying to get the leather replaced since 4 months now and it just takes forever

It's been 4 months now and I still have not been able to get my problem rectified. I called probably more than 10 times in the last month or so and every time I get one answer: "Our systems are going through an upgrade and we cannot do anything as of now."

- First, they accept that it is a manufacturing problem and that you will get my leather replaced.
- Even after confirming my address on the phone, the leather was sent to my old address.
- It takes another week or two to get leather delivered to my new address.
- It takes one more month for the technician to arrive, only to tell me that the leather does NOT fit my sofa
- Since then I've been trying to call you almost every week and no one seems to take responsibility.
- And to add to all this frustration, last time I called, customer support manager tells me that I might not even be covered .If I was not covered, why was'nt this not communicated to me ealier and why did they waste my time sending the leather?

I'm extremely disappointed with the service and would not recommend Ashleys to anyone I know.

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8:47 pm EST

Ashley HomeStore upholstered side dining room chairs

I purchased 6 upholstered dining room chairs in Sept 2016. A few weeks ago I noticed a crack on the wood piece which connects the front & back legs. I was talked into purchasing the Protection Plan. I phoned them and was advised that this was not covered since it was structural. I contacted the Ashley furniture store in Poughkeepsie, NY where I purchased these chairs. The 2 salesmen that had helped me with this purchase are no longer employed there. I told them about my chair and was advised that since they were over a year old, they were no longer covered under the warranty. I mentioned that these chairs are only used about 6 times a year since they are dining room chairs and only used for Holiday dinners with my family. I cannot believe that after only 15 months the chair would actually crack. I explained that I was dissatisfied with their response and was then called back to say that they would send the wooden piece for my husband to replace. We received the package yesterday and it contained 2 front legs, not the wood piece that would connect the front & back legs. I called Ashley today and was referred to Customer Service. I spent most of my day today speaking to many representatives from Ashley. Bottom line is that they said they cannot get the correct piece that is needed. I would have to either purchase the chair again @ a discounted price (not much of a discount) or pay for a technician to come and fix it. I told them again this was unacceptable. I have furniture over 40 years old and have never had any of it crack! I asked them if I were to order a new chair, then somehow the manufacturer must have the part that I need or he would not be able to replace it. I was told they could do nothing more for me. Also I was told the manufacturer is from South Carolina. Well the pieces on my chair say "Made in China". This was my first time I ever purchased furniture from Ashley and it will be the last time. I have 5 other chairs and am I too be concerned that these may crack as well. Since they said they could not locate the part that I need, I asked if they would cover the cost of the technician to fix the chair and I was told NO! This is absolutely outrageous. I cannot believe that a supposedly reputable company as you claim to be will not go the extra mile and help out a customer. I have learned a hard lesson. In the past I have always bought furniture from Raymore & Flanagan and I will again return to them. I will never recommend your store and will tell my story to all friends & family. This is outrageous. How can a company sell furniture and
then after 1 year not be responsible. A horrible company that should be more responsible. I wanted to get in touch with the CEO but was told they could not give me this information. I hope this letter gets to the top of the company so that no one else has to go through the aggravation that I have had these past few weeks dealing with your company and getting no satisfaction at all. I would also appreciate a response to this complaint.
Pat Whalen
[protected]
27 Tamarack Hill Dr.
Poughkeepsie, NY 12603
[protected]@verizon.ent

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Shaun R.
, US
Dec 24, 2017 8:25 am EST

Hi Pat. I appreciated reading your complaint.

There are two issues to your complaint. One is very much structural, the other is more use related.

There is definitely different qualities of furniture. Some furniture being made better and stronger than others. Generally the price points will also vary to the quality. Remember the saying, "You get what you pay for." Everyone wants to go less expensive when they purchase certain merchandise, although they rarely will admit it when the merchandise doesn't hold up.

The second issue concerns the overall weight being placed on the chair. This is a delicate subject to handle. But even the best furniture will break if enough weight is place upon it. The manufacturer has no control over what weight you are placing upon the chair, but they will have weight restrictions for a specific reason.

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11:51 pm EST

Ashley HomeStore couch set

I would never buy furniture from Ashley again and I will tell anyone looking for furniture to go elsewhere. Full L shaped sofa with ottoman, reddish brown leather, peeling with in a year and does not take touch up paint.

We don't have a lot of money to spend on furniture and this was a big deal for us. The salesman was annoying and deceptive in his description...we should have looked elsewhere but believed what he said about the quality.
The cushions are flattening pretty badly too...we are not overweight people and there's just the two of us. Feel very taken by this company.

You should be out of business

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Blog Karyabersama
, US
Dec 04, 2017 9:16 pm EST

wow that is cool and luxury furniture, be recommended store to buy,
regard
rell="dofollow"> jasa kebersihan

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Blog Karyabersama
, US
Dec 04, 2017 9:17 pm EST

wow that is cool and luxury furniture, be recommended store to buy,
regard
https://jasalayanankebersihan.com

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Shaun R.
, US
Dec 02, 2017 11:10 am EST

It looks pretty heavily worn. But admittedly, Ashley is not known for high quality; they're a cheaper level of furniture, much like Ikea. It's unfortunate because to you it was a larger investment but I'm sure, in comparison to better quality furniture, it was less expensive. Sometimes you really do get what you pay for.

You might check locally for someplace that redyes furniture. I bet it can be made to look a great deal better.

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2:59 pm EST
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Ashley HomeStore quality and customer service

I bought 2 leather couches back in January 4. First they were delivered late instead of January 28 back in February.

Early Sept i noticed one started to peel off. I called accidental protection and they said they do not cover. Why did I spend $239.99 for warranty i cannot use? So I had to call MANY MANY times to get Ashley Customer service to honor 1 year warranty from factory so they can send me a part that needs to be replaced by the tech, when they send a part it was damaged. I had to call again and email again pictures to get them to send me a good part. While they ship that part to me many other parts start to peel off. I asked them after sending more pictures to replace the whole thing. After they agreed and tried to replace couch, instead of delivering brand new couch they brought me USED abused one, that had excessive wear, stains, leg wear, scratches and so on. So when the delivery happened not only it was damaged, when delivery people brought it to my house they were removing parts from our couch and moving it to this USED couch. This was done in front of the customer. Also I have all this on VIDEO.
I kept complaining and they FINALLY gave a store credit to re select something else. Well i bought a set. I was given a run around and they didn't want to replace the second couch. Well as I was talking to them i noticed the second couch was peeling like the first one. FINALLY they agreed to give me store credit for both. They were not going to give me $ for delivery or warranty. If this is a STORE/Manufacturer issue I have a right to get 100% money back in this situation and not to re select anything cause I do not trust this company at ALL. I filed a Credit card dispute and Will file a Legal Action since they do not stand behind warranty, products and have HORRIBLE customer service skills.

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Update by Tigrenok
Nov 24, 2017 12:53 am EST

twanek@ashleyfurniture.com, djansson@ashleyfurniture.com

President email address if anyone wants to write.

Update by Tigrenok
Nov 22, 2017 10:39 pm EST

11 month later

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Shaun R.
, US
Nov 22, 2017 9:59 pm EST

So we're 8 months later. How did the dispute go?

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Tigrenok
, US
Nov 22, 2017 10:46 pm EST
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Replying to comment of Shaun R.

11 month

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8:02 pm EST

Ashley HomeStore torn cushion on sleeper sofa

We purchased this and a warranty for 5 years. I noticed tearing on a cushion and filed a warranty claim. After many phone calls I finally found it we were denied a repair or replacement. It is under [protected]. We did not want a new sofa or monies, just a new cushion. We didn't even know it was not leather and found out it was pleather which we never heard of. When we asked why we weren't told the manager of that store said they don't have to tell you. We would never have bought it if we know it was not leather. Since we have been denied any satisfaction my husband who is 86 and has Alzimers disease and myself 78 and in a wheel chair intend to go there to the University store on the next sale day or before and sit outside with the cushion and tell people what they have done. Also we have a web site called NextDoor in Charlotte, NC which have a following of 14, 078 people right now. We already on the site and lo and behold so many complaints on the store. One couple is coming to my home to help me fight you and another has given me the name of a news person on the Charlotte Observer to contact which I will. Shame on this store for treating the elderly this way and lying to us.

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pobarjenkins
Minneapolis, US
Nov 21, 2017 3:46 am EST
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They most likely would have informed you of the type of material if you had asked directly. They must assume otherwise that the customer is somewhat knowledgeable about the product they chose. It's unfortunate that they won't cover the damage to the cushion. Have you checked to see if you could pay for a repair or a new cushion only? Maybe they would consider offering this at a discount.

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Shaun R.
, US
Nov 20, 2017 11:27 pm EST

There are different levels or qualities of leather. Not that I would side with Ashley, but I wouldn't think it would be incumbent on any retailer to educate the consumer about everything they may want to know about a product. Think about someone entering a store, pointing to a couch and saying that is what I'd like. Would you think the retailer should be required to question the customer, making sure they knew the material the product was made of?

With all of that said, what difference does it make? Is Ashley not able to repair the cushion?

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9:21 pm EST
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Ashley HomeStore order

Ordered Leather and solid wood Couch and Loveseat, The day it was delivered the guys hit my Door and damaged it, The next Day the leg fell off the couch and the staples showed thru the back of the Vinyl couch! I spent 5000 Dollars on Living room set and Patio Furniture and was assured it was made to what I ordered. # weeks later they finally picked up the Trash they call Living room Furniture and kept 775.00 out of my cash Payment to restock? Really maybe if they didn't restock the junk back into the store and actually made GOOD furniture that they charge for they wouldn't have so many Complaints and Law suits! See ya in Court!

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Shaun R.
, US
Nov 13, 2017 12:06 am EST

I'm by no means an Ashley fan. It's fairly well known that they don't have quality merchandise. Unfortunately, that's not something you can generally argue to get a refund over. Legally, in order to force a refund, you need to generally show one of two things:

1) That the ability to undo the transaction, with a FULL refund, was offered prior to the purchase agreement; making it a condition of the sale.
2) That the product you received was SIGNIFICANTLY different from that of what was shown on the showroom floor.

If neither of these two instances exist, the retailer has the ability to simply refuse a refund at all. Offering to refund the original amount LESS the 15% 'restocking fee' constitutes a secondary agreement. Once accepted, a court is not going to forcibly alter it either.

Knowing this, the threat to take a company to court becomes either empty or simply unjustified. Moreover, the retailer knows this and, more than likely, prone to ignore it.

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3:00 pm EDT
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Ashley HomeStore protection plan

One of my dining room chairs broke when I sat down in it and in August I called to have it fixed with my protection plan/warranty. After many calls to them as they never called back, I was finally told the 'part' (even though the entire chair was broken so I did not understand what 'part' they were going to send me to magically fix the chair) would be shipping...in October! Finally, three weeks after their original October date, the part arrived and I then had to wait even longer to schedule a technician to come fix the chair. They did not allow me to pick a time frame so when the guy showed up, he showed up...and somehow managed to make the chair even worse. When I put in a complaint and asked to simply exchange the terrible chair for a new one at a local store, (after a week later and no returned phone calls), I was told the request was denied by 'management'. I am now waiting for another 'part' which comes next week and then a new technician which comes the following week to try to fix the chair again. This has been a complete circus and never ever again will I shop at Ashley until they can assure me they will be fixing this problem of mine and fixing is SOON!

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2:42 pm EDT
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Ashley HomeStore montage warranty

I purchase over $10k worth of furniture in cash! Which also included $500 for the 5 year montage warranty plan. The purchase was made on september 13, 2017. It has been over a month and I have not received my warranty plan. I called on three different dates and was told "it's in the mail"! I called today and mentioned that I talked with someone on the 19th and requested that they not only send me a copy via e-mail, but also make sure to send the original warranty in the mail. I was told I should have the e-mail within an hour and the warranty was going out the same day. Today is october 23rd and I called again and this time told that it was placed in the mail today and that the e-mail is going out today and I should have it by the end of the day. From this point on... I will never purchase any furniture again from ashley furniture and in the future... If I make any other furniture purchases and the company offers montage warranties... I will walk out of the store. I still never received copies of the montage warranty for a couch I purchased 3 years ago from ashley furniture. This is the main reason I have been on this company about receiving the actual warranty after spending 10k cash. This has been very disappointing and to see the number of complaints that the warranty company has... My next step is contacting better business bureau then social media. I must make sure that our young people spending their hard earn money learn quick about getting ripped off. Please make sure that you get what you pay for. It's all a racket these days. #customerstillwaiting

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2:06 pm EDT

Ashley HomeStore sectional leather peeling or fading

We have had our furniture for 3years and we bought extended warranty it is peeling or fading anyway I have sent serial numbers in and pictures but a couple pieces I couldn't find the serial numbers they discontinued the one like we got in June they said they would replace a couple of pieces but it would be a different color it sure is a eyesore in a practically new house sure you wouldn't want 2 different color doors on your car for example

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7:55 pm EDT
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Ashley HomeStore ashley furniture store, university, mccullough dr., charlotte nc

If you can’t beat a competitor’s price, then be honest and let the customer know. Don’t say you can, then screw them by giving them lesser value items. Ashley furniture will never get my business again.

Long story: on september 9, 2017, I went furniture shopping for bedroom and dining room sets. I am near charlotte, nc, and went to furniture row, then ashley, then rooms to go. When I went to ashley, I didn’t see anything I liked, but spoke to a salesman named jamar about a new mattress set. Jamar was very professional and even though I saw nothing I liked in the store, I told him I may come back for the mattress set and that I would call him before I purchased in another store in case he could give me a better deal. I ended up purchasing at rooms to go and obtained an estimate for a split king sized mattress and adjustable base, king pillows, cooling mattress covers and cooling pillow cases. Even though it would be easier to purchase everything as rtg, I told the rtg salesman that I am going to give the other salesman at ashley a chance to earn my business if he can give me a better deal on a comparable mattress set. I was spending more than $10k and wanted to “share” the business with another salesperson. Boy! Was that a mistake! I called jamar and told him about the estimate I received and said that if he can beat it, I would come back to ashley to purchase. He said to come back and they will be sure to beat it. When I arrived, I was met by his manager (Whose name I can’t remember, so I will refer to him as jmgr) who said jamar was with another customer and that he would assist me. The rtg estimate I showed him was for around $3800. The first estimate he gave me was over $4000 and didn’t include the cooling pillow covers. So how is this a better deal? I explained that I want a comparable deal for less and that if he cannot give me a better deal, then I will call rtg and tell them to go ahead and process the estimate. Jmgr asked me what I wanted and I said $3500 with everything, including the cooling pillow cases you excluded, and he said he would work it out. This is only $300 or 10% less than what I was already quoted by the other store. You’d think it wouldn’t be so hard. He came back with an estimate of $3620 and said that it also includes a warranty ($99) which was not in the other estimate, and I said ok. I quickly reviewed that all items were on the purchase order, then signed it and was happy with my purchase. Jamar bagged the pillows and cover items and brought them to my car and thanked me for my business. The items arrived on september 29th (The day after I moved in) and I opened the ashley bags and put the pillow cases on the pillows. That evening as I laid on the pillow, I didn’t notice any “cooling” feature. The next day I looked carefully at the pillow covers and realized the package did not say they were cooling pillowcases. Not only that, I realized the pillows were queen/jumbo size and not king size. I called the store and spoke with jamar and emailed him copies of the packages. He said they were the cooling ones, but I beg to differ since they didn’t provide the cooling I expected. He eventually emailed me asking to stop in the store, and I was able to return to the store on october 15th and brought the items with me. When I got there, he asked me to speak to a manager. When he led me to the manager, the first thing she said to me was that the items I purchased were final sale and they don’t give refunds. Now i’m wondering why I am here. Why did I waste an hour driving here for someone to tell me they would not replace the items or refund me? I told her the story about how I ended up with these items and that I felt I was screwed since I did not receive the items I expected. Jamar tried to explain that I did receive the items, but he was absolutely wrong, since they were not comparable items to the rtg estimate. Ashley did have cool-touch mattress covers, but gave me the cheaper ones without telling me since they were trying to give me the price I wanted. He also said that the queen/jumbo pillows are the same as the king sized one. If this is true, then why are these pillows drowning in my king pillow cases? Even the fake cooling covers are too big for this queen sized pillow. Bottom line: if they couldn’t give me the comparable items at a lower price, then they should have let me know so that I could decide if I want items of lesser value instead of leading me to believe that they gave me a good deal. This is proof that no good deed goes unpunished. Don’t trust these salesmen! Or this store!

A resolution would be to refund me (Order #[protected]) what I paid for the pillows and the pillow and mattress covers so that I can go purchase the ones at rooms to go.

Dawn - a pissed off customer

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Update by Dawn - Pissed
Nov 17, 2017 9:31 pm EST

I haven't heard from Ashley Furniture and I contacted customer service and gave my complaint over the phone, then emailed my complaint to wecare@shopashley.com. Apparently they don't care!

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TellUsRTG
Seffner, US
Nov 02, 2017 8:32 am EDT
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Dawn - Pissed; If you would like to shoot the details along with the order info to Tellus@Roomstogo.com I would be happy to look into this for you.

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12:19 pm EDT

Ashley HomeStore furniture purchase

To whom it may concern,
I went three weeks ago to Ashley's furniture store in Youngstown Ohio . I had purchased one bedroom, one living room and a dining room, so basically my whole apartment. I had a terrible new sales lady, and had to spend 6hours at the store in order for her to make that correct order, only multiple mistakes happened:
- Typed in the wrong address and messed up my credit score because of it
- Made me apply to two financing company which lowered my credit score even more.
- Spent literally 7hours at Ashley's furniture place on my only week day off.
- Despite all that, I came back t Ashleys to add a mattress and a night stand added to my plan, that took another 4hours on my day off because the same new sales lady wasn't trained about the mattress and the manager kept leaving her alone with an order she doesn't know how to put in. The district manager said he was going to send me a 100$ gift certificate for all this trouble, which of course I never received.
- When I received the furniture order confirmation, turns out she had forgot to put in a table set that was offered with the living room. Called to make sure they add that, the manager said she can't 'magically' create the table for me, and that it was my fault I didn't check the order with the sales lady before I leave. The manager gave me a different price on the whole living room then the one that was offered when I was there, stating that I was the one who misunderstood the offer, and basically calling me a liar. Manager added the tables for me for an extra 216$ and said she can't deliver it until the following week The Tv stand was ruined and they only called me the day before to tell me about that and to reschedule its delivery. All of that knowing that i'm a physician that works at a hospital and had to take a day off to be able to receive the furniture. Despite all of that, I agreed to have the Tv stand and the tables delivered the following week only if they can be delivered on the same day at the same time because I can't leave work whenever they want me to. So the manager had agreed and assured me I will be receiving both orders the same day.
- The following week, I only got the Tv stand delivered. I called and they told me the tables are coming in on a different truck in an hour so I had to ask for another extra hour off my job to receive it. An hour and a half later, I call asking about it and I was told it was shipped for the wrong address and therefore the order was canceled, without anyone bothering to call me about it. I asked to speak for that same manager who said she has already spoken to me before and she's busy to talk to me about it now.
In resume, I had the most terrible and inconvenient experience with this company, I was insulted and mistreated and I hadn't received not even a verbal apology about all the mistakes they did.

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12:36 pm EDT

Ashley HomeStore end table, with lamp

I bought this in June, the wing nut that attaches the lamp to table broke, it is metal. You can't replace it because the plug prevents you from putting a new one on it, I took it back and talked to manager, but he refused to do anything about it, I have spent at least 3000 dollars on furniture, and this table was 100$, it lasted two months. I am writing, because I think this is unacceptable.

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4:46 pm EDT

Ashley HomeStore customer service

My last is Lopez and a few days I went in with my 18yr old daughter and a Frank Sandoval aproched us at first he didn't seem to be too interested in what I was saying he kept looking back a the customer service gal named Holly who stands at the entrance whi did not greet us to begin with...when I asked if there was someone else that could help us he apologized and foucs only to filrt with my daughter 30min into the purchase..I went in the following day and again Mr. Sandoval standing and the front desk with Holly it looked like he gave her a kiss as I walked in! I thought to my self OK maybe that's his wife he had mention he was married the day before and he had an 18yr old where I thought it was bazar since he was firlting with mine! And Monday 24 of July I went to with a friend who needed to buy a living room set . again Frank and Holly at the front didn't greet us they were soo wrap up on their sex from the other night that they didn't even notice us standing there I had had enough I thought this was a furniture store not high school! I asked Holly what her last name was so that I can speak to a manager on their Actions which only triggered her she started yelling saying I was just jeouls and old! I left the store embraced called and spoke a Albert Morales who claimed to be the store manager who didn't say anything just gave me a fake 1800 number to the main store so he said! I have never experienced anything like this and I have been a customer of Ashley's for 10yrs my family and most of our friends only go to Ashley's I am disgusted and won't be shopping there in fact going to cancel my recent pursheses.

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ladycorvet
, US
Aug 08, 2017 10:25 pm EDT

Wow what a story!. I've never heard something so made up before. You must have a vengeance against Frank. Never has anyone ever kissed anyone before when I've been there. You must really hate this Frank guy. Everyone has been very professional. I always come to Ashley for my furniture. I think you've been smoking something "Not Good".

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7:23 am EDT
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Ashley HomeStore faux leather sofa, loveseat, recliner

I purchased a set of Faux Leather furniture for my family room. We only had the furniture for a short time before it started to peel. The whole set has completely fallen apart as far as the leather on the cushions, arms, and back of the pieces. I actually threw the sofa in the dump because it was so bad and the pieces of leather were flaking all over the carpet and causing such a mess. Nobody wants to sit on that!
Needless to say I am going to have to buy new furniture to replace this. I won't be shopping at Ashley Furniture again. I never thought that replacement would be an option or had any hope of getting a refund because I didn't buy the extended warranty but I don't think that this product should be sold at all to the unsuspecting customers who work very hard for their money and are certainly being taken advantage of.

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6:37 pm EDT
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Ashley HomeStore not taking care of defect inside 1 yr mfr warranty

Purchased a B376-92 (nightstand) in December of 2016. It is sitting in the exact same spot it was placed in during the delivery. The item has never been moved. While cleaning that spare bedroom I noticed an issue. It looks as though the nightstand is pulling away from the base. I called the store where I purchased ans was later called back by a member of their service team. I was asked to send in pictures which I did. I was then told no repairs could be made. I assumed that meant they were going to replace it as I am still under warranty. I waitied a few day, then called the store to inquire. I was transferred over to the service dept and was told that absolutely nothing would be done. No repairs or replacement. I asked why not since it is still warrantied and all they said was since it wasn't delivered damaged they could not replace? This is not a delivery damage issue, rather a manufactures defect. Apparently the 1 yr warranty means nothinh.

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12:41 pm EDT

Ashley HomeStore fake leather living room set

We purchased a living room set back in April 2008 in the Plano TX store. The sales person told us it was real leather furniture except for the backs and sides of the sofa, love seat and chair, which is what sold us on the items. When the items arrived at our home, we noticed the smell of the products were not of leather, but of polyester or other synthetic materials. The sales person number on the contract is JS22080. I know we should have complained about the misleading of the sales person, but we decided to accept the product. Now many years later, we regret it. The product material is falling apart by itself. Yes its 8 year old, but material should not do what its doing. The material is pealing off. And the furniture is in our media room, which is barely used. There have been numerous consumers taken by this same issue and Ashley Furniture is not refunding or crediting the consumer. More info at http://www.nbcdfw.com/news/local/Peeling-Furniture-Mansfield-Couple-Says-National-Issue-is-Here-in-North-Texas-399095431.html

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Kim Rittenhouse
, US
Jul 18, 2017 7:50 am EDT

That is my chair. The seat is half gone and peeled away.

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7:18 am EDT

Ashley HomeStore [protected] br recharge sea breeze pillow top king mattress, wesley king poster bed

We recently purchased a mattress and floor model bed (the Wesley King Poster bed) with a dresser and night stand. Where we got these for a good price, we didn't encounter any issues until after pick-up. We were told because it was a floor model, they would not do delivery; we had to come pick up the bed, dresser and night stand - which was all well and good, we complied. Once we got home and were ready to put everything together, upon unwrapping everything, we realized we were missing all the nuts/bolts to put our bed together. Upon further inspection, we discovered we were also missing the screws to mount the mirror to our dresser and the knob to the front of our night stand was missing. Another issue is they did not pack all the right slats and slat legs. They actually packed a slat board that wasn't even a king size - it was meant for a full size bed and did not match any of the other equipment - so they gave us part of someone else's order. After calling into the Ashley store (Catonsville, MD), they said they could not help us over the phone and to physically come in. We came in the next day and they informed us they would have to order all the hardware which would take 1-2 weeks. We received the other equipment within a week fortunately, however the hardware is still incomplete..so here we are 3 weeks into our order with no bed. Delivery day for our mattress comes. The driver shows up and pulls in a mattress that we didn't order. We ordered a very expensive pillow top mattress and the one they had wasn't a pillow top. Come to find, they delivered our bed to the wrong person. They have to go get it from the person they delivered it to, take it back to Ashley Furniture to be rescanned and a have a new one shipped. We call the Ashley store and get hung up on 4 times. They did not give a lead time as to when our mattress will arrive. They did not expedite the order, they just said "we're sorry." No one has taken accountability or tried to ammend the multiple mistakes that they have made. WE DO NOT HAVE A BED TO SLEEP ON. They were quick and fast to make the sell and take our money, but after we paid, it seems they could care less. We purchased a couch from Value City and not only did we receive our order within days, everything we ordered was there the first time, their customer service was friendly and helpful and we had no issues. Ashley Furniture could learn from Value City. This has been the most miserable experience I have ever had with a company.

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Ashley HomeStore Customer Reviews Overview

Ashley Homestore is a popular furniture retailer that offers a wide range of stylish and affordable furniture options for every room in your home. Our website, ashleyfurniture.com, has received numerous positive reviews from satisfied customers who have praised our high-quality products, excellent customer service, and affordable prices.

One of the most commonly mentioned positive points in Ashley Homestore reviews is the quality of our furniture. Customers have consistently praised the durability and sturdiness of our products, as well as the stylish designs that are available. Many customers have also noted that our furniture is easy to assemble and looks great in their homes.

Another positive point that is frequently mentioned in Ashley Homestore reviews is our excellent customer service. Customers have praised our friendly and knowledgeable staff, who are always willing to help with any questions or concerns. Additionally, many customers have noted that our delivery and installation services are prompt and professional.

Finally, customers have also praised the affordability of our products. Many have noted that our prices are competitive with other furniture retailers, and that the quality of our products is excellent for the price. Additionally, many customers have noted that we offer frequent sales and discounts, making it easy to find great deals on the furniture you need.

Overall, Ashley Homestore has received overwhelmingly positive reviews from satisfied customers who have praised our high-quality products, excellent customer service, and affordable prices. If you're in the market for stylish and affordable furniture, be sure to check out ashleyfurniture.com today!

Ashley HomeStore In-depth Review

Product Range:

Furniture Selection: Ashley HomeStore offers a wide variety of furniture options for every room in your home. Their living room collection includes stylish sofas, comfortable recliners, and elegant coffee tables. The bedroom selection features beautiful bed frames, cozy mattresses, and spacious dressers. In the dining room category, you'll find sturdy dining sets, sleek buffets, and chic bar stools. Additionally, Ashley HomeStore offers a range of home office furniture, including functional desks and ergonomic chairs.

Home Decor: Ashley HomeStore has an impressive range of home decor items to enhance the aesthetics of your living space. From plush rugs that add warmth and texture to your floors, to stunning lighting fixtures that create a cozy ambiance, they have it all. Their collection of wall art includes captivating paintings, eye-catching mirrors, and unique sculptures. You can also find a variety of accessories like decorative vases, stylish throw pillows, and elegant candle holders to add the perfect finishing touches to your home.

Pricing and Value:

Competitive Pricing: Ashley HomeStore offers competitive pricing for their products compared to other furniture retailers in the market. They strive to provide affordable options without compromising on quality.

Value for Money: The furniture at Ashley HomeStore is known for its high quality and durability. They use premium materials and employ skilled craftsmanship to ensure that their products stand the test of time. Considering the reasonable prices, customers can expect great value for their money when purchasing furniture from Ashley HomeStore.

Customer Service:

In-Store Assistance: The sales staff at Ashley HomeStore is known for their exceptional level of assistance. They are knowledgeable about the products, helpful in guiding customers through their options, and willing to answer any questions. Their friendly and professional approach ensures a pleasant shopping experience in-store.

Online Support: Ashley HomeStore's customer support team is highly effective and responsive when contacted through their website or other online channels. They promptly address customer inquiries, provide assistance with online orders, and ensure a smooth online shopping experience.

Delivery and Shipping:

Timeliness: Ashley HomeStore's delivery service is known for its punctuality. Customers can expect their products to be delivered within the promised timeframe, ensuring a hassle-free experience.

Packaging and Handling: Ashley HomeStore takes great care in packaging and handling furniture during the delivery process. They ensure that products are well-protected and arrive undamaged, giving customers peace of mind.

Return and Exchange Policy:

Flexibility: Ashley HomeStore offers a flexible return and exchange policy. They make it easy and convenient for customers to return or exchange products, with minimal fees or restrictions. This allows customers to shop with confidence, knowing that they have the option to make changes if needed.

Refund Process: The refund process at Ashley HomeStore is efficient and transparent. Customers can expect to receive their refunds within a reasonable timeframe, ensuring a smooth and satisfactory resolution to any issues.

Online Experience:

Website Navigation: Navigating the Ashley HomeStore website is a breeze. The website is well-organized, with intuitive product categories and a user-friendly search functionality. Finding the desired furniture or home decor item is quick and easy.

Product Information: Ashley HomeStore provides comprehensive and accurate product information on their website. Customers can access detailed descriptions, specifications, and high-quality images, allowing them to make informed decisions when purchasing furniture online.

Overall Shopping Experience:

Atmosphere: Ashley HomeStore's physical locations exude a welcoming ambiance. The stores are well-maintained, clean, and thoughtfully laid out, making it easy for customers to browse and envision furniture in their own homes.

Satisfaction: Customers generally express high levels of satisfaction with their shopping experience at Ashley HomeStore. The ease of purchase, wide product availability, and helpful staff assistance contribute to a positive overall experience.

Reputation and Trustworthiness:

Customer Reviews: Customer reviews and ratings of Ashley HomeStore are generally positive. Customers appreciate the quality of the furniture, the competitive pricing, and the excellent customer service provided by the company. However, there are occasional negative reviews, highlighting issues such as delivery delays or product defects.

Industry Recognition: Ashley HomeStore has received various awards, certifications, and industry recognition, which speaks to their reputation and trustworthiness. These accolades demonstrate their commitment to providing high-quality furniture and exceptional customer service.

Sustainability and Ethical Practices:

Environmental Responsibility: Ashley HomeStore is committed to environmental responsibility. They prioritize using eco-friendly materials in their furniture production and strive to reduce waste throughout their operations. By choosing Ashley HomeStore, customers can support a company that values sustainability.

Ethical Sourcing: Ashley HomeStore ensures ethical sourcing of materials and promotes fair treatment of workers throughout their supply chain. They prioritize working with suppliers who adhere to ethical standards, ensuring that customers can feel good about their furniture purchases.

Additional Services:

Financing Options: Ashley HomeStore offers a range of financing options to make furniture purchases more affordable. Customers can take advantage of installment plans or credit programs, allowing them to furnish their homes without breaking the bank.

Design Services: Ashley HomeStore provides quality design services to assist customers with space planning and interior design. Their knowledgeable design experts can help customers create the perfect layout and choose furniture pieces that complement their personal style and preferences.

How to file a complaint about Ashley HomeStore?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary information in the sign-up form.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint submission form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Ashley HomeStore. Make it specific and clear, such as "Defective Furniture Delivery from Ashley HomeStore" or "Poor Customer Service at Ashley HomeStore."

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with Ashley HomeStore. Mention key areas such as product quality, customer service, delivery, warranty, and after-sales support. Include specifics about any transactions, such as dates, order numbers, and item descriptions. Clearly describe the nature of the issue, including any faults or discrepancies. If you attempted to resolve the issue, detail the steps you took and the responses received from Ashley HomeStore. Explain how the issue has personally affected you, whether it be inconvenience, financial loss, or other impacts.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or photographs. Be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to quantify any financial losses you have incurred as a result of the issue with Ashley HomeStore. In the 'Desired Outcome' field, clearly state what resolution you are seeking, whether it be a refund, exchange, repair, or apology.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your description clearly communicates the issue and your desired outcome.

8. Submission process: After reviewing, click the 'Submit' button to file your complaint. Ensure that you have filled in all required fields and attached any supporting documents before submitting.

9. Post-Submission Actions: After submitting your complaint, regularly check your account on ComplaintsBoard.com for any responses or updates. You may receive feedback from Ashley HomeStore or from other users who have had similar experiences.

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Ashley HomeStore contacts

Phone numbers

1800 477 2222 8800 505 4223 More phone numbers

Website

www.ashleyfurniture.com

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