Ashley HomeStore
reviews and complaints

We bought entire house of Ashley furniture in February 2014, in 2 years the cushions on one side of the sofa is down 2 inches and the leather on the recliner chair is peeling and cracking. The parts are going to cost me 175.00 plus labor. I would like a repair for free or new replacements.

People, beware of this shop! Don't buy anything from Ashley Furniture Homestore, these people do not stand behind their products and they do not honor their warranties!
I have purchased an expensive sofa from Ashley Furniture Homestore and it was damaged during the delivery! I contacted them immediately and asked them to fix the stuff and they said that it was not their problem and their warranty cannot cover that matter!
I wasted $1, 500 on that sofa and had to fix it on my own!

On may 15 2016 I bought a Queen Mattress Anniversary Firm Set, which was delievered on the 23rd The Delivery driver had said If I leave the plastic on them it would be easier to return if there was an issue. A few days later I went to the store and told the sales guy I had problems with it not being firm enough, it was hurting my back. He said to give it another week... So I tried a few days later I went back again told him it's not working out. He brought me over to their work station and I told a person behind the computer the problem. I am Disabled, with a Heart problem and The Mattress was hurting my back, The person said someone would call me by the 17th of June. I told them that I had to go out of town on a family matter on the 18th to the 26th. But when I came home no one had called No messages nothing. I called customer care. They kept saying No returns. I called back a few times each with a different person Still same response No Returns. I Told them I would be happy to give them a Doctors letter about my Back Even The corporate office will not hear of it. So they do not care about my problem. Say I'm stuck with it!.I Cannot use The Set they Stand in my room still in the Original Plastic . "I'm now FORCED to sleep on my couch! It Blows my Mind that such a Big Company as Ashley's DO Not Really Care about Customer's I know I will Never DO business with them again and will tell all I know and their Friends the same.

On December 26, 2015, we purchased about $1600 worth of furniture from Ashley's Mesa, AZ location. One item in particular, the Lobink Home Office chair, model H641-01A, was part of our purchase. This item was used in a home office.

On June 20, 2016, I leaned back in the chair in recline mode and the entire frame supporting the backrest detached from the cushion base, nearly sending me to the floor.

I inspected the underside of the chair and found the frame is held together with approximately 8 quarter inch screws that only penetrate the seat base about an 1/8 of an inch. 4 of them ripped right out of the base and cause the failure. See attached pictures

I called Ashley Furniture customer service at [protected] and informed them about what happened. They asked me to send pictures and I sent the ones attached to this complaint. They told me they would contact me in 48 hours after they evaluated my photos.

2 days later, I received a call from customer service, informing me that the warranty department "feel that you improperly used the chair which caused the damage, " and they "would not be able to replace the chair under warranty."

When I explained to the rep that all i did was lean back in the chair, she apologized and said it was not her decision to make.

So now I'm stuck with a broken $200 chair that Ashley Furniture won't replace.

Frustrated, I went to the Ashley Furniture Website to post a review about their inferior product.

My 1 star review...

"I bought this chair in December of 2015. In June of 2016, I leaned back in the chair and the whole back rest collapsed. I nearly landed on my head. I looked under the chair, and the one of the 2 inch pieces of wood that holds the frame to the seat had come off. It's held together with 1/4 inch screw and 2 wire brads. I contacted Ashley Furniture Customer Service to file a warranty claim, they called me back and said "we feel that you improperly used the chair which caused the damage." They denied my claim. Apparently, leaning back in the chair is improper use. Even though the chair has a recline mode.

As I suspected, they did not approve my review. They sent me an email stating that "Our staff has read your review and values your contribution even though it did not meet all our website guidlines. Thanks for sharing, and we hope to publish next time!" I guess their website requirements are "positive reviews only."

I just want my chair fixed or replaced. I did nothing wrong except trust Ashley Furniture.

Invoice attached.

My Husband and I purchase a bed room set from Ashley Furniture in 2015, had it delivered in November of 2015. Slept in the bed 3 nights and it fell to the floor. So I call the store and they said it would be after Christmas before they could send a repair man to look at it. No one call after the Holiday so I gave the a call. The set up an appointment for January 6th 2016, and they would call me the time it would be. No one ever call me, so the next day I call. I was told they didn't have me down for an appointment. But I could make on. So I said ok. We made one for the 18th of January 2016. The service person came only to take pictures of the bed. He said that the parts have to be ordered. The supports broke under the bed, and that he would order more. It took a month for the parts to come in, and about 3 weeks for the repair man to return. When he came he remove the broken parts, and replace them with new parts. But the parts wasn't the right one for this size bed. 1 week after he left, the bed fell to the floor again, he came back with the same parts. Only this time the side rails broke. They came back out and took pictures of everything. The repair man said those was the wrong size supports. That why the bed keep falling. So they ordered some more parts, this time slats came in, instead of the side rails. My husband and I went to the store and they are giving us the run around. Either the fix the bed or return or money to us, and we will go else where for a bed room set. We are very disappointed with the service that we have gotten from Ashley Furniture.

We were told we were purchasing a real leather sectional. Now that it has started peeling we are finding out that we really have a bonded leather (mix of leather chips and plastic). We purchased insurance on the entire living room suite but peeling is not covered as part of the policy. Please be aware of this deceptive sales practice by Ashley.

I paid over $1000 for sofa. Once initially pleased with purchase but now the "leather" surface is flaking away and can not be repaired. Apparently this is a common problem with perhaps thousands of similar complaints. What recourse do I have?

I was researching how to fix our peeling faux leather couch and came across a complaint on this site that was exactly like our. I bought a couch and love seat set . I told the salesman that I didn't want bonded leather and he assured me that I was not purchasing this product. We also bought the use less warranty. The love seat started to peel just one week after the one year Ashley warranty so they refused to help us. My husband called the warranty because at the time it was just a small spot on the couch where my father in law had split a liquid so we thought it was damage from that. The repair man said yes it was from that and took pictures and said they would repair the love seat. A week latter the company called us and said that they were not going to repair it because they would have to replace the whole love seat and that it was not cause by liquid and was peeling and if we wanted the couch fixed we would have to have like the other person said damage caused from a knife, etc. The love seat is completely peeling and leaves small bits of leather material all over the house, and now our big sofa has started to peel. DO NOT purchase anything from Ashley furniture they have poor customer service, cheap product and the sales people LIE

I purchased a chair from Ashley Furniture 18 months ago and purchased the extended warranty. The chair has been sat on mabe a dozen times and is unraveling everywhere. Not covered by warranty and they will do nothing. My wife talked to them yesterday again and was told there is nothing they can do. They sell pure junk and could care the least. Buyer beware. Go to Value City they stand behnd their furniture.

I have also purchased (2) Ashley Furniture Signature Series Durablend blended leather Model #[protected] ID#4540106 P ower Recliners in August 2012. These chairs are only used 6 months out of the year, no children, the leather is cracking, peeling and flaking in the headrest area of the chair. I am very dissatisfied of the response that the material was only warranted for a year and my extended warranty did not cover the material. These chairs were purchased at the Ashley Homestore in Richfield Wisconsin

I purchased a couch, loveseat and 2 chairs from this store in November 2014. On November 20th, upon delivery, I decided that I did not like the way one of the chairs fit in the space. The delivery guy would not take it back unless it was damaged or the incorrect item. He instructed me to contact the store to return the item. I immediately called the store and spoke with the customer service rep. I told her that I wanted to return the chair and order another chair. She told me that she would have the manager contact me. After 2 days of not receiving a phone call back, I decided to drive back to the store. Once at the store, we were able to order the new chair and the manager said that he would apply my credit for the chair I would be returning towards the new chair. No problem. The next day, Ashley Corporate Care contact me to schedule a pick-up of the chair I was returning. On November 29th, I once again took the day off work since I was given a 4 hour window and Ashley never showed up. I contacted Ashley Corporate Care and was told that the driver came by and no one answered the door. I never left my home. There is no way that the driver stopped and I didn't answer. I contacted them again and was told that they would just pick the chair up when they delivered the new one. A few weeks later, Ashley Furniture contacted me to schedule the delivery of my new chair and I was told that they would pick up the chair I was returning at the same time. I was given a 4 hour window to be home for the delivery. On December 11th, my new chair was delivered but the driver refused to take the chair I was returning stating that he had not been instructed to pick it up. I called Ashley Corporate Care and the gal that I spoke with apologized for the "confusion" and asked me to schedule AGAIN for the pick-up of the chair. At that point, I told her that I had already taken 3 days off of work and that I couldn't afford to take any more time off. I told her that I could drop off the chair at the store. She told me that she was going to talk to the manager and call me back. I never heard back. I decided that it was not MY JOB to continue to get them their chair. If they wanted it back they needed to contact me to get it and go out of their way to pick it up. Fast forward 7 MONTHS! Ashley Corporate Care calls and leaves a message stating that they needed to schedule a time to pick up the chair. 7 MONTHS LATER! They also sent a certified letter in the mail telling me that I needed to schedule a pick-up or pay for the chair. Today, June 16, 2015, I spoke with Angela, a manager at Ashley Corporate Care and was instructed to schedule a pick-up (Monday-Saturday 9-5 pm) or pay for the chair. She also told me that IF there was any damage or wear and tear to the chair that I would be BILLED for the chair! Seriously? The chair that your company FAILED to pick-up... that I have been STORING for 7 MONTHS...you want to CHARGE ME for WEAR & TEAR or DAMAGE? No apology for their past failure. Just THREATS. Oh, not to mention that she wanted ME to take MORE TIME off of work to pick it up. Or I could have a neighbor sign for the pick-up. Let me get this right, I have taken 3 days off work ( a loss of $1003.50 worth of wages) for a chair that I paid $265.00 for, and you want to charge me another $265.00 plus tax for a chair that might have wear & tear after 7 months? Will I be credited for my wages lost or storage fees for 7 months?

Paid $380 for Montage "Worry Free" protection on my leather sofa and recliner at Ashley Furniture. Salesman assured me EVERYTHING was covered and will be replaced if something happens. I asked, "even pet damage?" He said, "Yes. Just make sure you keep your receipts."
The top coating on my sofa is chipping and peeling (not caused by pet damage). So, I called Montage to file a claim, but it is not covered. When I looked at the plan agreement, I also noticed that damage caused by pets is not covered. Ashley Furniture will tell you what you want to hear, and then turn their backs as soon as you walk out the door. What a disappointment.

Ugh. My fiancee bought this furniture right before we met 3 years ago. We have had Guardsman out numerous times, one time they approved a request and fixed a broken (shattered) dresser drawer. Gee, thanks. Never mind the missing finish from the coffee table, end tables, peeling couch, beat up bed frame. Who cares that thousands of dollars were spent after they completely DUPED my fiancee into believing their furniture was high quality. In the beginning, he told me how "high end" their furniture was compared to the cheaper places, how they had shown him comparisons. Oh, that's great. Because after moving the coffee table to vacuum the rug, the leg splintered. But since we had just been denied by Guardsman YET AGAIN, do you know what we did? We threw our 3 year old coffee table in the GARBAGE, because we didn't have the energy to fight for our COVERAGE once again... We had to purchase new coffee and end tables, the end tables that they wouldn't even try to repair look so bad we put them in the basement. Now, let's talk about our "leather" couches... The arm of our couch is peeling so badly, so we thought for sure that would be covered, right? WRONG! The technician laughed at us, and said that it is bad product quality that is to blame, and there was nothing they could do. Oh, okay, what about the love seat that came with a giant unraveled thread? NOPE. No one ever fixed that either, even though we attempted to have Guardsman fix it, then called Ashley and spoke to numerous people when we first noticed it. The love seat was about 3 months old then. But since no one even bothered to call back and attempt to express concern for our investment, here it sits with that same thread unraveled. A couple weeks ago, we called Ashley Furniture and my fiancee spoke with a manager, who had to "put a call out" and call us back because he "totally understood" our frustration. Hmm, how did that go you ask? I guess not well, since he didn't even pretend to care and at least return a courtesy phone call. Nope, nothing. So, I will be posting this on NUMEROUS other sites as well, because I would not wish this on anyone. ANYONE. It is so embarrassing to have people in our home, sitting on our expensive couches, looking like we picked them up at a Goodwill. We probably should have, they might have held up better. Thank you Ashley Furniture, for your dedication to uphold the standards of your name and the products you sell. Oh wait, no, you could care less about the hard working people you sell your garbage too. Let me go work some more so I can replace our new furniture with some more new furniture.

We purchase furniture 1 year and 5 months ago. The furniture is a "durablend" material. Which is not durable. It is starting to show white cotton and ripping. We have no children. It is just me and my husband. I have been around and around with Ashleys furniture. Corporate have passed me back and forth telling me it's up to the store because it is out of manufacturer warranty. The store says it is out of their hands to call corporate. They said send photos and serial numbers and I did. 3 times already! They said an answer is 6 weeks out so I waited and they called to tell me nothing we can do. I have called and emailed numerous times.
They are trying to tell me this is normal for this type of material to do this. In a little over a years time this furniture would show white cotton like it is warn (when I bought it in the store) I would have ran out of there fast! Are you kidding me? OWN UP ASHLEYS! This furniture is the poorest quality I have ever seen! Ridiculous. I will not stop this fight. I have read many consumer reviews of people this has happened to. It is not right for them to get by with this! NOWAY! We take good care of our things. This is an outrage!

I am very disappointed with Ashley Homestore I have only had this set going on the 2nd year and it is peeling tremendously and it really upsets me because I'm a single mother and I took money that I saved up and purchased this set its a sofa and love seat black with the recliners in them and I saved up for this and got let down. I can't afford to keep buying sofas and I called Ashley and explained the situation and they stated it only covered a year on the Sofas and that I didn't purchase the 5 year coverage which I wasn't informed about in the first place ... I didn't know anything about the 5 year so basically I'm stuck with peeling chairs that look botched up that I paid 1300 dollars for of all my savings .. I am so hurt by this because I always wanted that set and saved for it and Ashley let me down now I'm stuck with chairs that's starting to look very worn .. Smh so my advice to anyone else leave the leather chairs from Ashley where they are ... Unless you can afford to just keep buying chairs every year or every other year and I know I can't ..