Ashley HomeStore
Reviews and Complaints

My wife and I were driving north on 19/41 hwy. Thursday around 1:00pm in Lovejoy, Georgia when one of your trucks came along side us...we were approaching a RED light so I slowed for it before we got to it.
Your driver sped up, and before getting to the light, cut in front of me..(I was in the left lane..he in the right). IF I had not been watching and hit the brakes...you would be buying me a Toyota Camry ! The back of the truck was even with the right front wheel of my car when he started over ( I layed down on my horn, but your man NEVER gave an inch)
After this, I stayed behind the truck for several minutes, thinking he would move back to the right lane as trucks are supposed to, but he stayed in the left lane. When I moved to the right lane so I could see something besides Ashley home Stores in my field of view, your driver speeded up so I could not access the left lane, running 65 + mph in a 55 mph zone.
To say the least...I was NOT pleased with his attitude...maybe you are pushing your drivers too hard !
I don't want him to loose his job, however, someone should speak to him ! DEKALB tag# JN85L5

I WAS a loyal customer of Ashley Furniture so many years. In fact my entire home is fashioned by Ashley. Although I love their furniture I am less than thrilled with their employees, customer service specialist and delivery department.

Five years ago I bought a leather room package to include the leather warranty. The salesman told us the warranty included pet damage. I have 2 very large dogs (1 is over 150 lbs.) and at the time of purchase they were puppies. The salesman told us ANY damage to the furniture caused by the dogs would be covered. We specifically asked him "how about scratches and chewed through leather? " he told us "yes". So we confidently purchased the package with warranty. The total cost was over $2500.

Yes, you guessed it! As our puppies grew bigger and stronger, they damaged the couches. We called customer service to report the damage. They asked us about the type of damage and the cause. Customer service promptly told us that "type" of damage was not covered. They explained to us that all that was included in that warranty as far as pet damage is stains or marks other than fluids. So basically pet damage in the sense of the Ashley Furniture definition is NOT covered. I told the customer service agent what their salesman explained to us about the warranty. She basically told us he lied. No sincerity, no apology, no consessions.

So I went into the original Ashley store to get some answers. I found out the salesman was longer working for the company but they could sell me the cushions to the couches for $50 each.

But I found out my package was discontined.

What I ended up doing was purchasing 3 cushions from a matching package. The cushions were measured by an Ashley Floorperson.

When my cushions arrived paid in full with racked on delivery fee, we discovered the cushions were 3Xs as big as the other cushions and were of no use. We tried to return the product with the explaination that this was AshleyFurniture's mistake; the measurements were wrong.

We were told, after the fact, that these items were final sale, no returns, no exchange, no refund.

Very fustrated I returned, again to the orginal Ashley Homestore ( which is about a half hour drive from my home) to purchase a brand new package. The saleswoman was sensitive to my situation and found me the perfect pieces to compliment my existing decor. The manager even gave me 15% off my total order and free delivery. I was given a Dec. 1, 2009 delivery date. Everything was great.

The next week customer service left a message on my cell phone which stated that Dec 1 was not available for delivery. They told me I would be receiving my items Dec 2 2009.

Today is Dec 2 2009. I didn't receive a call Dec 1 to confirm my delivery time. I called customer service at 9 am, right at their call center opening to discuss my delivery. To my suprise I had no delivery date, not for today or any other day. I explained from start to finish my past experience with Ashley to the agent. She apologized but could only offer me a Dec 9, 2009 delivery date. I told her that was unacceptable and I would like delivery tomorrow Dec 3, 2009. She told me that was not possible and the only date they had was Dec 9. I accepted that date, because that was all I could do. Hopefully my furniture, paid in full with cash will arrive, on the 3rd promised date.

The date I bought the furniture was Nov 18, 2009. Due to my experience, the lies told to me just to sell a warranty, poor customer service and relations and lack of communication within the Ashley Furniture community, I will no longer step foot in an Ashley store buy anything from them. They seem to not care about repeat and long time customers. They basically treat people like they are doing us a favor by allowing us to purchase items from them. I will tell all my friends and anyone that will listen my experience with Ashley Furnitureand encourage them to shop elsewhere.

I don't understand, in this market how can anyone afford to give such bad service? It is these poor business pratices that will ultimately lead this company to lose customers. I am one of them.

I received my night stand and didnt notice the corners on the marble finish till after the delivery and they are off color to the marble top and look glued on..I am very unhappy with it...you can actually see a line across where the dark glue or cauk finish is

My husband and I were in the other day after seeing the commercial for their big sale. We saw what they called floor samples so we sat on one of the sofas and felt between the cushions and I pulled out what was left of a sandwich so I looked further and found all kinds of crumbs, etc, between the cushions! Yuck! We were so disgusted that we immediately left. What they were selling was used furniture that was in peoples homes and passing it off as floor samples! They probably just forgot to clean up that one.

We bought over $2500 worth of furniture in October 2008 from Ashley Furniture and there were two perks for buying. One was a $100 prepaid visa card and the other was $500 worth of gas. I had to file a claim with the better business bureau to get the visa card. We have yet to receive one cent in gas vouchers. We have to send in $100 worth of receipts each month with the voucher and only get e-mails from this claimyourgas.com but no actual gas cards. I have called Ashley Furniture complaining about this and they just tell me it is not their concern. I believe that if a business is going to offer perks for buying their merchandise they should follow up on their promises.

Purchased and paid in full a couch and chase one week ago. Delivered the wrong item. Costumer service is the worst so is the manager who will not return my calls. They have my money and I don't have the furniture I purchased. All I want is for them to pick up the wrong furniture and send me the new one. Will never buy from them again. They are thieves. The Ashley store is located in Secaucus in Paterson Plank Rd. The manager there, Freddie will not get back to me. This is the first and last time I buy them.

I think a lot of people like to complain about little things and exaggorate. I have bought all my furniture at Ashley and love it, unfortunatly there isnt a compliments website. I chose to have my furniture picked up, which they advised me to deliver so that it would be unpacked and examined before delivery, but I decided to forgo that, and my sofa table was very slightly damaged. The service tech came out, examined it, was very nice, and they offered me a new table or a refund. It was minimal damage and I was just being picky so we took the money.
We love Ashley Furniture and would recommend it to anyone! Allison is an awesome salesperson, she really took care of us.

I purchased over $ 5, 000.00 worth of furniture at brandon location and was talked into purchasing the useless guardsman protection for $ 299.00 for 5 years, had a claim this year, they sent someone out to look at it, damage is irrepairable, was told they were going to issue me a check for the amount paid for the piece of furniture, company went out of business and all ashley wants to do is refund my $ 299.00 as a courtesy! A courtesy? Give me a break! Now I 'm stuck with a dinnette set that I paid $ 799.00 and can't use it, I will never buy from ashley again! Cheap built furniture and the prottection is just a scam!

I order a couch and a loveseat from Ashley Furniture in January, and told it was on back order but would be received in 6-8 weeks. When I called in March (because why would they call me?) I was told it was still on back order and wouldn't be in until mid-April.

Finally got the couches the second week in May (after 5 months!) after I called again. I was also told I would be refunded the $109 delivery fee. I am still waiting for this, even though I was told two different times I would get it.

Then, for some idiotic reason, I decided to order a coffee table and end table in May also. I should have learned my lesson the first time. I am still waiting to receive my merchandise. Now, I've been told because I financed through American General, who they no longer work with, I will have to file a complaint with AG to get my money back. I have no idea if I will ever receive my furniture.

My mom also ordered an area rug. She paid cash. She is still waiting for a simple phone call to tell her where it is!

the wooden legs on my dining room chair (purchased Feb. 2009) seem to be rotting. there are holes appearing in the wood. it's a black finish and the holes are white. No one answers a phone in the store or at guardmaster which was purchased from Ashley. How does a company do business like that?

The unfair and unreasonable owner Jack made this the worst transation I have ever delt with. I bought a sofa and paid $50 for a delivery assurance that it would get delivered without any damage. The first time it was delivered it got ripped in 2 places so the company took the sofa back. They told me I couldn't get a new sofa and would have to wait until they repaired this one. First of all I paid for a new sofa, not a repaired one but they did not take to that arguement. To make it worse, it took a month to get my repaired sofa back! Plus when they came back with the sofa they made me sign a disclamer saying if anything happend this time the company was not responsible and would not repair it which totally counterdicts what the delivery warranty said. When I called the owner, Jack, and asked him about this he said basically too bad, sign the paper or you don't get the couch you've been waiting for. He was very rude and did not care about customer satisfaction at all! Unbelievable!

I purchased a Simmons BeautyRest Mattress (Norcorss) from Ashley Furniture Tyler TX and about 3 months it had a sink hole in it. I have now gotten another one just like it and it has already done the same thing sink hole. Ashley Furniture now has refused to warranty my mattress and will not deliver a new one . This store has the most rude and smart mouth people that I have ever dealt with. This store should be closed down due to poor and no customer service. The owner that holds the license is go to be the stupist person on the face of the earth. Her sister and nephew run the store with no respect to any customer service. Do not shop at Tyler Ashley Furniture store sales and service is void. I hope all that read this ad never buys one piece of junk furniture there. Warranty lady and you known who you are, are the most disrepectful person and the biggest lier I have ever seen. I feel sorry for anyone that has to work at this store and deal with the people that try if that is what you call it run this store. I will never shop there again and will tell everyone how this store does business and how they do not stand behind their products. If I were Simmons Beautyrest Mattress Co I would pull all license of sales for this mattress from that store due to warranty issue. I will never Buy another Simmons Beautyrest Mattress anyway due to this issue.DO Not Shop Ashley FURNITURE TYLER TX

I bought Sofa and Love seat in Sep 2007 from Ashley Furniture, Woodbridge NJ with a 5 year protection plan for $125. The cushion has gone so bad that its causing me severe back pain from more than 3-4 months. I called up the warranty company and they say they do not cover structural damages.

Why was I not told when I purchased the warranty that the structural damages? If I was told about that I would have purchased the warranty.

The customer service is so horrible that they would not listen to you.

I wish to register a complaint about how wrongly I feel I was treated as a customer.
In February of this year I purchased a king size mattress set from Ashley Furniture Company.
At the time of purchase I was told that if I also purchased a mattress protective cover for $120, I would be eligible for a “comfort guarantee, ” which meant if I was not satisfied with my purchase for any reason I could return it for another of equal or greater value after 90 days and before 120 days.
My wife & I decided we were not satisfied & wanted to return this mattress & get a more expensive one we had looked at in the same store.
Two days ago I returned to the store & was first met by a salesman who claimed to know nothing about this guarantee. He then directed me to a very rude & callous woman who told me that since the Ashley Furniture Company had been recently bought by another parent company this warranty was no longer valid and there was nothing I could do about it and was just stuck with it.
I asked if there was anyone to whom I could complain & she told me to call the Customer Service number.
Today I called the Customer Service Department & again was told quite directly the same information. So now I am stuck with an expensive mattress set that I am very unhappy with.
I understand about bigger companies buying & selling smaller ones but to have no consideration for customers & to not honor warranties & agreements made previously seems rather harsh & not in the best interest of satisfying customers. It seems to me that especially in these difficult economic times it would be in the best interest of any business to strive for exceptional customer relations, especially in a business such as furniture where there is such competition.
I have bought several pieces of furniture at Fingers and at Ashley after the name change & was a very satisfied customer. I have several more pieces I am planning on buying in the near future & was going to also shop for them at Ashley.
However after this extremely upsetting experience at Ashley I will never shop there again.
I will tell everyone I know, & anyone else I can, how terrible I was treated & not to make the mistake of shopping there & subjecting themselves to this sort of lousy service.
It’s unbelievable that some big companies still don’t understand how to cultivate & maintain a loyal customer base in order to remain in business & profit for the long term.
Evidently they are only interested in the short-term bottom line. Perhaps they should ask Circuit City how that works for them.
Leslie H. Knight
06/05/09
[protected]@hotmail.com

I work for the Rutherford Law Firm in SC and I am currently trying to file a litigation suit against Corey Baker, Ashley Furniture, and Baker Intntl. Group. Does anyone know where he is or how I can serve him. We are working hard in trying to pursue our client's refund for furniture that was never delivered, but cannot find him. If you know someone or have some information as to where and how I can find Corey Baker or an office for Baker International Group (now that all locations are closed in and around Columbia), please contact us at [protected]. If you are also in the same situation as our client, we may be able to assist you in obtaining refunds or delivery if needed. Businesses should not be allowed to skirt around liability when they do not service their customers in instances such as our client's and the ones I've read below. I appreciate any assistance anyone out there may be able to provide in our pursuit for justice.

For over 28 months I have been told a bundle of lies from this Hoover, ALabama store--We told the deilvery personnel that something was wrong with one of the leather reclining chairs and they said they cannot take it back oncee we signed for delivery but if we contact the store they will take care of it by replacing it. I fought with this store for 14 months before they told me the store warranty ends 12 months after delivery--they would then send a "repair" man to fix the torn leather, and bent metal interior--all he did was force screw the entire right side of the chair together with long screws--it continues to rip the leather, feels like a bed of rocks, and the mechanism does not work properly. I then focused my attention on the warranty company (I was charged over $400 for this additional warranty) and they said they will only fix the issue one time then that issue is no longer under warranty--I asked them to fix the entire chair by replacing--rather than piecemeal--they laughed--they mailed me some leather skin and some metal parts 11 months ago--neither the warranty company nor the Hoover Alabama store would contact me to have this fixed. As of 5-15-09 I have been in contact with the General Store Manager (JohnnyMartin) and also sent a scathing email to the company--Johnny states the set has been discontinued and now he can only hope to fix it rather than replace it---we'll see...ion the mean time I have spent $14, 432 for all 3 kids rooms to be re-furnished (not at ASHLEY) and also over $7, 392 in other furniture (Not at ASHLEY) and also looking for a complete office suite (~$5, 000)...and yes they were told of this also--I also sent them copies of receipts so they would understand I was not just making this up...I WILL NEVER ALLOW ONE RED CENT TO GO TO ASHLEY FURNITURE IN MY REMAINING LIFETIME.

Marc