Ashley HomeStore
reviews and complaints

We bought furniture from the Ashley Store in Chatanooga, Tn. about six months ago. We had a repairman to our house because seat cushions continually loosened up and everytime you would sit down they kept moving. Apparently the velcro that was to hold them secure was not doing it's job. Upon inspection, the repairman said, to my wife and me, "the cushions cannot be repaired." We received a package in the mail containing extra padding, which only made the problem worse, according to the repairman. I repeatedly called DSG Services at: (901) 221-7300 to arrange for a repairman to correct the problem. I spoke with various Customer Service Reps. Including; Raven, Natalie, Tatiana, Erica and a host of others. Ultimately I was told by Raven that the problem with the cushions was not covered and I must call the Service Center at GBS Enterprises to have the problem corrected by the Insurance Co. On April 10, 2019 I spoke with Evelyn, of GBS, and was told, the problem was in fact covered by DSG Services, and to insure I do not get bounced back and forth, I was to say this was a manufacturer's defect, not caused by the consumer, and should be covered under the Manufacturer's Warrenty." I then called DSG Services, for the fifth time today, and was told by Tatiana that nothing can be done. I asked to speak with a Supervisor, since I had taken out the extra Insurance Policy, and waited over fifteen minutes for a Supervisor to respond. I was told by Tatiana that the Supervisor would only tell me the same thing. I eventually spoke with a Mr.Shuntz, and sure enough he said there was nothing that could be done. I felt as though I had been scammed into buying the extra insurance, which proved to be useless, and was treated with a total lack of courtesy and was made to feel humiliated. It is because of this I feel that Mr. Shuntz should be terminated as a lesson to others. I anxiously await your response. c.c. Better Business Bureau

Put on layaway mattress paid a deposit less than a week later made $250 payment. Unforeseen fam emergency forced me to cancel my layaway.. I a single parent on government aid struggling to get my son and me a real bed we have a leaky air mattress that swallows my son deep if I forget to wake up every hour to air up sleeping on that for 4 yrs now and can't sleep Good anymore.. canceling my order I was assured to get refund back in my card but lost the deposit regardless. I received a call 3 days later from salesperson informs me cancelling regardless I get no refund but instead a store credit can't believe the guy who works there didn't know that rule so I wasn't told till after 3 days I am now forced to accept that my choice to choose where to shop has been taken from me and adding injury now I tried to order online with that store credit assured that online I get free shipping we'll turns out now it's not possible to order on line Ashleys rule again and was assured that I would get the free shipping but because employees didn't know how to apply my store credit I was asked to come back so they could figure it out 3 hours later I get a call from employee that I can come back they can now make my order through their computer but informed that free shipping only qualifies for online purchases wow convenient no? This is the way of taking what little I have because of course can't even take my business else where store credit is of course only for Asley furniture store.. Im contacting rippoff and filing a report because if I'm a little purchase I can only imagine someone who makes a big purchase.. This is a total and complete rippoff and it's not right Lorena Silva Blythe. ca 92225

An extremely displeased "want to be" customer…..
I held off writing this complaint in hopes that Ashley Furniture would do right by me, a customer; actually an ex-customer. I had plans to furnish most of my house from Ashley's, however, if this is how you treat customers I will no longer patronage your business nor will I recommend your establishment to others.
I purchased a beautiful bedroom set from what I thought was one of the top furniture stores, Ashley's, in January 2018. I watched the set in the store for five months before purchasing it. The bedroom set was delivered the first time with many defects, scratches and a couple broken pieces. The furniture was taken back and "new" furniture was supposed to be delivered to me the following day.
I did a quick inspection of the furniture the things that were wrong the previous day wasn't an issue. I didn't have mattress so the furniture sat set-up where the delivery men placed it in the room for three months before I used it. Instead of Ashley's Furniture delivering me new furniture……I got furniture worse than the initial delivery.
Once I began sleeping in my room and on my bed I noticed the foot rails wood was extremely soft. My small remote fell off the bed and the wood on the rail dented. Another time I rested my foot on the rail wearing only flip flops and noticed another dent/chip in the foot rail. I can't believe this aesthetically beautiful furniture could be made with such cheap quality wood. The bedroom set in the store was in no way tacky like what I was delivered. Needless to say I was disappointed. There are numerous notches, chips and dents on the foot rails. The pictures show unacceptable flaws with the furniture that could not have possibly been done by me but rather at the warehouse.
A little while later paint began peeling off the bed in three places. Once the natural light started to shine through the windows I saw all kinds of imperfections. The pieces in the headboard were not put together neatly; there a places in the grooves where wood is chipped, there are rough patches, painted over staples, the square pieces are not evenly placed causing several 3 inch or longer white/tan unpainted pieces to show in the connecting cracks. Again I was taken aback because I paid almost $4, 000 for furniture; not furniture and a mattress set, just furniture. In July I changed my bedroom around and saw imperfections on the back of the chest; misplaced screw holes that didn't have screws in them so there are holes in the back of the chest and dark rough spots at the back top and bottom sides of the chest. Lastly, on one of the claws on the dresser someone at the warehouse or one of the delivery people touched up a scratch. I didn't see this until I moved things around and the natural light was shining through the windows.
I don't have animals or children so no these imperfections were not made by me or anyone in my home. I am deeply offended with the subpar quality of this beautiful furniture. I was truly insulted when told the issues I have with the furniture have been self-inflicted or done by careless means.
I called the company August 3rd (spoke to a not so pleasant lady) to discuss having these issues fixed. I was told that it was too late to get these things fixed, I've had the furniture too long and it's my fault because I didn't purchase the extended warranty. One would think buying supposedly "quality" furniture with an expensive price tag that the furniture would be quality.
Someone from the company reached out to me on January 2, again on January 4 and January 11, 2019. I appreciate the person reaching out to me. I emailed the issues noted above. One issue I have is someone working in the Henrico, VA office emailed my account and personal information to someone that no longer works at the store. On top of sending out my information without asking or notifying me I was informed on January 2nd that my furniture was still under warranty when I called in August. The lady I spoke with in August said it wasn't and there was nothing they would do because I didn't purchase the extended warranty.
It is incredibly bad business to lie to a customer, to defraud anyone in a purchase where they don't get what they paid for. I paid for elegant and quality-made furniture. I received subpar, soft, cheaply and hastily made, scratched pieces of junk.
There is a balance on the account for this furniture. I do not feel responsible for paying for it due to the fact I didn't get what I paid for. Your company didn't do what it was supposed to do. Your employee(s) lied or was too lazy to do her job! Your company would not and still won't take responsibility in rectifying the issues I reported. There are some legal repercussions for sending out my (or any other customer's) personal information; I am looking into that issue.
It would be greatly appreciated if the balance was canceled. I don't mind your company picking the furniture up and refunding a great portion of my money.
The name of the account for the disappointing purchase is Kande Reid and telephone number is 757.655.1838.
Please remedy this situation in an appeasing, culpable and apologetic manner.

We purchased a leather sectional in 2015 from our local Ashley Furniture Store. In a years time the leather began peeling up bear the head of one of the reclining sectional pieces. We purchased the $500 extended warranty on a couch that cost over$4, 000. We went to the store to report the problem and were told to contact the warranty company directly. The warranty company explained that they don't cover peeling. Of course during the sales pitch in the store it was mad expensive out to be this warranty encompassed everything except pet damage. We could puncture this leather with a knife and it would be covered but peeling, defective "leather" is not. At the very least, the damaged piece of this sectional needs to be replaced. I'm not even asking for a whole new couch. I have purchased multiple pieces from Ashley and will never purchase from or recommended them again after the lack of service received unless this is resolved.

Purchased bed and base from Ashley store in New Jersey . Delivery people refused to take my old bed and gave me the wrong adjustable base . Called store told me to call customer support and also gave me a number to pick up old bed, it was a local habitat number . When I called the store back, because of caller I.D. they did not pick up the phone ! Who does this ? The mattress I purchased is a tempurpedic and it is not comfortable at all. I end up sleeping on my couch because I am in so much pain in the morning . Called customer service and the store directly . I just keep getting lip service from everyone . Can't return the base and will have to pay up to $500 to return the mattress . Why are companies like this still in business?

We went to the first ashley location on power and Southern. We took our time to select our furniture options. When it came to financing the store manager was not helpful or willing to offer (what we later found out) all the financing options available. The store manager insulted the employee ability to negotiate, mind you were were told the entire time the prices would be negotiated and they would work with us. The manager got to a point that he ended up going to the back employee area for a lunch break and never came back to attend to us. We went to another location in Ahwatukee where we struggled to find the same furniture options. The sales woman who helped us was not helpful but bothersome and only kept saying we should buy everything we considered. When it came time to finance we were pleased to have been presented with additional financing options so that we could get all the items we selected. The issue was the financing process was delayed because we had went to another store. We left and were told to come back the next day to finish up. While there we added more items and again the financing was delayed. We went back a third time and finalized our items which included a 24 piece dining set (which included a rug, dishes, and placements), 2 couches, and a bedroom set. The salesman from the 3rd day stated that the rug, dishes, and placements could be taken home that day. We indicated that we had no room in our cars and he said they would make arrangements for them to be included in the delivery.

The delivery was scheduled for 11/15. Mind you we prepared for the delivery so had all our rooms cleared out. On 11/15 I arrived at 145 and the delivery was to be from 2 to 4, we received a text at 245 stating they were on their way and they never showed up! We called back at 430 to see about getting them to come back but we were on hold so long that by the time we reached someone they were closed and not able do anything to help us. We finally got a hold of someone the next day and they claimed that the driver was at our home and they took a picture of our house. And were told we have been bumped to December...after many phone calls we finally got it rescheduled for 11/29.

Today the delivery was made, but again we caught the driver in time. He had only paused briefly and was about to drive off when we stopped them. The set up was frustrating because there were communications issues due to their strong accents. They placed items in areas that required us to still move it to its final location in our home because we couldn't get them to understand what we wanted. We are now two weeks living packed up so we were relieved to be able to finally set our belongings out. That's when we realized that they did not bring the dishes, rug, or placemats. We called the store to be on hold again for 30 minutes to be transfers to the local office. The employee there said there wa nothing they could do and they removed the dishes because they thought we didn't want them. Our paperwork indicates A 24 peicing dining set...not sure how that was confusing. so we are now without these items and still fighting to get what we paid for. We have lost time and money l, experienced a lot of stress due to their staff and terrible customer service. You can never speak to anyone who can actually fix anything.

It's a salted feeling we have toward this furniture that will be in our lives for quite some time. We love our selections, but hate the price monetary and emotionally we had to pay just to get them. Seriously regret the whole thing but because of the time we spent trying to pick things out we chose to try and we this through.

They seriously need training on problem resolutions, empathy, and customer service. Do not go to these ashley furniture locations.

With all respect I would like to bring it to your awareness that I had purchased 9 pieces of furniture from your company on 8 November 2018. I took a leave of absence from work for the 4 hour window that would be necessary for delivery on 26 November 2018. I have received my order but unfortunately of 9 items 4 of them were damaged. The king rail was for the sleigh bed was screwed in so tight that the wood split. The foot board was scratched across the front. The mirror to the dresser was scraped and chipped along the edge, the nightstand was also scratched and chipped on the corner. Lastly my freshly painted bedroom door and frame were bumped with furniture and in result left that chipped and scratched as well. This type of service is ridiculous and very unprofessional. I paid close to 4, 000 dollars for this set, not from a clearance center but showroom floor. I was suppose to except this this furniture and wait on a technician to come use touch up paint on brand new items. NO THANKS.. I was expecting a perfect delivery from Ashley but somehow it was not what I received. I am currently sleeping on the floor waiting additional days for my furniture to be delivered. Looking for your response and compensation for my lost time from work and inconvenience. Please see attached photos, Thanks.

I was encouraged to purchase the protection plan when I bought my dining room set. I was assured that if anything happened, the product would be replaced. The material on all six of my dining room chairs are ripping and coming apart. I have no children or pets that use the furniture and rarely use the dining room table, so there is hardly any normal wear and tear that should be connected with this. When contacting the Careteam, I was told my plan does not cover color loss, cracking or peeling. Waste of money and not what I was told when purchasing the plan. I was told by the store there was nothing they could do; but they would "be happy to help me pick out new chairs." Never again will I purchase anything from Ashley Furniture. Beware of purchasing any additional protection coverage.

I bought a Durablend sofa & love seat from Ashley Furniture Home-store in St. George, Ut. I did not purchase the 5 yr. warranty.

We moved out of the area and stored both pieces of furniture in a climate controlled storage unit for 3 yrs. During this time no one used the sofa or love seat and it was covered and well taken care of while we moved.

2017, we noticed the sofa was peeling and it's getting worse. My husband & I don't use the furniture much, a few hours in the evening but, this should not be happening!

I contacted the store manager and left my phone number. The customer service representative told me he would call the next day.

From everything I've read, the store owners of managers from each location do nothing. We shall see?

My bed frame was broken, unfortunately I lost my receipt. When I went to my local Ashley furniture store, they told me they are under new management since May and I got my bed the November timeframe before so they do not have any record from the old management. I currently am at work and can attach the damaged bed frame as a follow up. I just want a replacement side bed frame to replace the one that was damaged.

Bought two swivel recliners and within two month one broke, when we tried to get them repaired your service person said a repair kit had to be ordered. We went back and forth and where never able to get any help from you, but did get abusive and rude sales people. The second one just broke and the person sitting on it fell and was hurt. No one should shop at your store.

I purchase a living room set from Ashley with a extended five year warranty from this with guardsman. Now I need them to step in and fix or replace my couches but they are ignoring me with their stupid answering. I'm very disappointed. I paid around $1700 for my set and extra for their warranty which I was told covers everything.
Please help me. I need to exchange them. They are broken and the leather is peeling off.
Thanks
Nancy Loloi516-6439136
[protected]@aol.com

Hi, my name is aboubakr, i've purchased a recliner from ashley store, cfc branch, 57 days ago, exactly on 21st of july, so 57 days and I still did not receive my recliner, or even was not notified of any delivery date, my wife contacted the call center of ashley egypt, she has been told that someone will contact me to discuss the matter, but unfortunately no one did, so I contacted ahmed gaber, the sales man from the store, who made the sell process for me, he said he will call me in 5 minutes, and he did not, so I called him again same day around 10 pm, he kept telling me how sorry he is that I did not receive my recliner yet, however he did not advise any specific date for delivery!, and then he asked me to talk to mr ibrahim, the deputy store manager, who made no difference actually, as he also kept apologizing and provided excuses like the factory did not succeed to finish with the recliner's fabric or textile and this is why I am not able to getting it, so I told him that this is their homework and their business, and I don't care, all I need is to know when I am gonna get the recliner, then he said that I called lately, and he cannot provide me with any immediate answer cause I called lately and the factory isn't working now!

I explained that I called lately cause the sales man did not call me in 5 minutes as he promised, and then, the deputy branch, manager promised to call me on sunday, I waited till monday afternoon, then made a complaint via call center (complaint ref 4758), and asked the call center agent that someone has to contact me, as I suffered from a fair customer experience and service, then mr ibrahim called again after 4 hours I guess, also kept apologizing, but the apology was not for not calling as promised, but was just apologizing again that he won't advise a specific date for delivery and made me choose between waiting and just wait with no time frame, or make a money refund for me, or take the only recliner left in the showroom of cfc branch instead of waiting for a new one!
This is it! This is my experience with ashley, actually my problem now is not the delivery date or the recliner, but the whole experience is really full of [censored], you put an item for sale, I pay for it, and wait forever, and then keep making an endless phone calls and talk to your miserable employees of cfc branch, and beg them for a delivery date, and then after 2 months these are my choices!
And finally I submitted a complaint via ashley egypt facebook's page, someone responded that the complaint has been forwarded to the specialized department, and I will get contacted by someone to finalize it, and guess what, it's been 5 days until now and no one contacted me,!

You guys need to help me if you're aiming to deliver a real customer care, cause those guys in egypt branch are not doing their jobs, and they push the customers to make scandals for ashley.

But I will just keep escalating till it reaches todd wanek's level, I won't give up, and I wish you understand this very well.

Thank you.

I ordered 2 power reclining chairs after tax and delivery was $1800.00. I received an email confirmation and phone call for delivery on 29 aug for both chairs. The delivery showed up but with only 1 chair. The delivery drivers had no idea. I called the customer service line and the lady was very nice. She said the chair was in back order. She then called the Seattle warehouse. They had a chair. She said she would call me back the next day with confirmation. I never got a call. I called on the 30 aug. I was told my chair would be delivered the 1 sep. I did get an automated call on the 31 aug of a delivery date of 1 sep between 9am-12pm. I called the customer care line again cause it is past my window. I was told they were dropping off a delivery in Hermiston OR and I was the next stop. Bridgett from the customer care line said she couldn't do anything. I asked for a refund of my delivery fee since this has all messed up in Ashlie furnitures end. She placed me on hold so she can speak with the delivery department. I waited about 10 mins after waiting she placed me back in line and I waited again for 10 min for another customer care rep to pick up. I had to go over everything ALL over again. The rep then said the delivery time is until 2pm. That was not what I confirmed. She also called the delivery driver and said he had 2 more stops! I asked again for a refund and she told me no.

This was the wort experience I have ever had. I spent a lot of money and the actions or lack there of, the customer care department is unacceptable.

Why would I refer ANYONE to Ashley furniture!

Update. The email address (2 of them I was given) are invalid! I was told I would receive a phone call when they were on their way. I was texted and said 30 mins. An hour later they came to my house with no phone call and then they were VERY rude on the phone. I was not there since I said I had another app. I had to call my husband to stop what he was doing and rush over to accept the chair. The delivery drivers unpacked and put together my chair outside! This is the worst service I have EVER experienced.

Horrible experience thus far. Hard to even put into words. First, the price they quoted us over the phone was not the same price when we spoke with the sales agent in the store. We decided to still order the furniture since we really liked it and had it all planned out already. My fiancé asked before placing the order, multiple times, and I emphasized MULTIPLE times about the delivery date. The sales agent told us when we call to schedule the delivery if the items happen to not be scheduled to deliver by the 1st that we can just cancel the order and get our money back that day. So when placing the order, my fiancé had the sales agent check and see if they could tell us what items may or may not be in by September 1st. She stated that everything will be in except possibly the love seat. Which would be tolerable to go without the love seat for a few more days. Fast forward, and they said they couldn't deliver until September 6. So we settled with the date, nothing we could do. But now they're telling us September 11th and said that isn't even a guarantee! We move into our house on the 1st and will have no furniture. At this point we just want to cancel our order and be refunded. They're telling us we would not receive our refund for 7-10 business days! Why were we lied to? And there is nothing they can do to help this matter. I am extremely disappointed and disgusted! Terrible customer service! I will never order from Ashley Furniture again! This whole process has been absolutely a nightmare.

I am 6 months pregnant and now moving into a home with no furniture.

A complaint will also be filed with GBS, the protection plan that Ashley furniture promotes.

Ashley pushed this protection plan when selling me my living room furniture. They stressed that if anything happens to the furniture we will fix it or replace it. What they failed to say that is once they replace your furniture, your replacment piece of furniture is no longer covered. If you want it covered you will have to buy a whole new plan. I bought a 5 year plan and in less than a year they replace my couch ( with a broken one that I didn't realize was broken until months later because we rarely use our living room) so I am no longer covered. The money that I paid for a 5 year plan is Ashley's or GBS's to keep and I'm out of luck.