Ashley HomeStore
Reviews and Complaints

We purchased two leather (power reclining) love seats and two oversized leather (power reclining) chairs from Ashley Furniture. Shortly after purchase, they sounded like a freight train when reclining/retracting. After weeks of techs coming out with no resolution (was told the issue can NOT be fixed), we wanted a refund! Ashley wanted to replace all four pieces prior to refunding, reluctantly, we agreed (big mistake)! We were assured that if the issue persisted, we would receive a refund (have in writing). To no surprise, they did the same and now it's like pulling teeth to get a refund! It's been months now trying to get a refund! I can't get anywhere with online customer service chat, 800 customer service line, local store # or instore customer service! We've sent video's along with written statements of the issue to no avail... Finally, we had to visit the store in hopes of a resolution! At the time we visited, the store was hosting a regional managers meeting. After getting absolutely nowhere with the customer service desk, I asked to speak to a manager only to be told they couldn't be bothered as they were in a meeting. Are you kidding me... It was my only chance for a resolution after months of trying on my own! I patiently waited for the right time, when they were breaking, I walked over and was met by one of the managers asking if he could help me, I explained the situation, he apologized to me saying "this is ridiculous", he then stepped away from the group and walked me over to the customer service desk and instructed them to handle our issue and apologized again. I thought FINALLY, a resolution... NOT! The gal that was appointed to handle the refund is now MIA, I've emailed multiple times with followed up with calls that have 2+ hour wait times... zero response! To date, NOTHING has been resolved! As I type this complaint, I've been on hold in queue for over 1.5 hours, now on hold with customer service, NOT holding my breath since I've been disconnected in the past after two hour hold times! Should be so simple, I have in writing that they would issue a refund, videos/explanations of the issue, techs that have told us they can't fix the issue and a manager who instructed customer service to handle our issue and... NOTHING! NICE... I was just transferred to the wrong store after 2+hrs on the phone with customer service and told "we can't help you at this location, you need to contact your local store"! SHOCKER! BYW - customer service knew exactly which store we purchase the furniture from PRIOR to transferring me to the wrong store! I am so frustrated I could scream!

BUYER BEWARE! Ashley Furniture is HORRIBLE!

We purchased a sectional in around may 202. We bought the extended warranty because the sales rep stated it covered cleaning and wear and tear we mentioned we had 6 kids. Now less than a year we called about couches cracking when we sit on certain areas and they need to be cleaned. Ashley furniture will not deal wit us and hung up twice they state we need to speak with the warranty department. The warranty department also denied our cleaning claim and wont even entertain the replacement guarantee. The cleaning claim was even denied. We spent about 4,00 on these couches and now were screwed, horrible, horrible customer service

Placed order for 3 bedroom sets beginning of August 2021, it is now May 17 2022 and the order is still not filled so I told them enough is enough please credit me for the items I did not receive yet I am still waiting for them to add up the amount and issuing a credit, they have been using my money since August and I have never in my life of 70 years encountered a more irresponsible, dishonest company with no integrity. They are only interested in making the sale and will lie about everything in order to get your money after they do see yah later because they could really care less the hard part has been done which is getting your doe, I damn the day I ever walked through those doors. This is not about complaining but about getting back what wasn't delivered a case where the customer has been defrauded out of their money by a large furniture chain of outlets all over the world, how could a reputable company be so cheap and petty caring nothing about the customer and the reputation of their name is beyond my comprehension. BUYER BEWARE..

Since purchasing the Ashley’s Baskova leather sectional, my wife and have been very unsatisfied with the service and product thus far to the extent of submitting a formal complaint to your corporate office. From what we can gather, it seems that Ashley has sold us a used piece of furniture as if it was a new one.. On 6/18/2021 we visited Ashley Furniture in Springfield VA to pick out a new sectional for our home. At that time, I inquired about if there would be any delivery delays and was guaranteed that shipping delays have improved significantly from when the COVID pandemic closed everything down, and if purchased, it is very unlikely we would face any extended delays for delivery. 8 to 12 weeks was the promised wait time (invoiced no. [protected]) this meant that the latest delivery date would be 9/18/2021. This was not the case, understanding we were in unprecedented times both my wife and I were patient; however, we did not expect to be waiting over 5 additional months before receiving our furniture. The couch finally arrived on 2/22/2022; initially overjoyed and relieved that our purchase had finally arrived, the feeling was short lived. Within a week we began to discover several small but significant damages on the right arm facing loveseat (RAF) piece of the sectional. On 3/25/2022, I went back to Ashley in Springfield to report the issue- very receptive, and customer friendly they reported my claim and that same day informed me via email that they reviewed the pictures I showed/gave them and that they would be sending a replacement for the RAF loveseat. On 3/4/2022, two technicians came to inspect and replace the damage but upon them separating our sectional to inspect the damage, we discovered that the corner wedge and the loveseat was also damaged. Once they inspected all the pieces, they when to look at the replacement piece still in the truck and discovered that was also damaged, therefore nothing was exchanged or replaced that day. They took pictures of everything and informed me they would take this information back and someone would reach back out to me. On April 6, 2022, I received a call from Ashley stating that they would send parts out for the loveseat and once delivered, someone would come out to do an in-home repair. At that time, I asked them what about the rest of the pieces and they informed me that they weren’t tracking any other pieces, I told them that 2 other pieces was reported along with the loveseat (total 3 pieces), the first being the RAF loveseat, then the corner wedge and loveseat when they sent their technician out. I told Ashley that I would send them the pictures of all the damages again. On 4/10/2022 I sent Ashley pictures of all the pieces with the damages associated with each one (I can send and/or forward the email I sent to Ashley). On or about April 14, 2022, I informed Ashley that I received the part for the loveseat that they intended to use for the in-home repair. On 4/29/2022 the technician arrived to do the repairs. I had to ask him if he was having a bad day because- the impression that was given off was he just didn’t want to be there. I tried to ask and explain what was going on, but he wasn’t aware of the history of my complaints or the full extent of what was articulated to me for the next steps. Either way he said he would take pictures of the other damage pieces and bring them back to Ashley. Additionally, once he pulled out the replacement part, he discovered that it had damages to it as well- he asked me if I still wanted him to do the repair from which I said no, because the piece would still be damaged. When he was leaving, I asked if he saw all the damages to each piece and what would be the resolution of the piece where the staples or nail was protruding out the back of the furniture, he just claimed that they would hammer anything down and the replacement part will cover all damage areas, so it didn’t matter about the other area.

I ordered an online sofa set. I by accident put the wrong address on the delivery address. I immediately called to switch. I spoke to 8 people each time being put on hold for more than 1-2 hours each time. No one told me to cancel it. Three times they said it was fixed. Then 24 hours later it stated it was being delivered to the wrong address. I am now on hold again trying to cancel and i have been on for 30 minutes already to cancel after she told me she will fix it. Further one piece was being fed ex and they are claiming they cannot refund my money but i have to send it back. I have never had such terrible service. I am shocked at being treated so badly.

This was order number [protected]

I purchase a sectional from Ashley Furniture in Brentwood Tennessee on December 29th for $2,369.47. I received the sectional in January and it was defective. The pieces of the sectional did not connect and therefore the sectional does not stay together but separates every time it is sat on. The delivery people told me that someone from the company would be out that same day to fix it. I have emailed the store manager and called customer care but all they say is that the replacement parts are on their way. This has been going on since the sectional was delivered. I have written to corporate with no avail.

I dont believe I should have to accept furniture I paid for that is damaged and the store does nothing to correct this issue.

Please contact me, Susan Carreon [protected]

My name is Agnes Gaudioso I sent this complaint on 4/13/22 and was advised by Sonya to send to you. My address is 109 W Alhambra ave Lindenhurst NY 11757 phone nbr 631 592v1526. I was mislead by Ashley furniture store manager Michael Lopiccol at Farmingdale outlet 1821 Broadhollow rd Ny 11835 and Dennis Shokrian of 1648 Broadhollow Rd Farmingdale Ny 1735 main number for both [protected]. I purchased a living room couch and a kitchen table and chairs $50.00 was to be taken off the bill. I called for months and even wenmt to the store several times just to be told they are still working on this. the sale was on Sept 2021. I even called main office no help and a couple weeks ago and I told them I was goig to the BBB. He saidhe would check it out but never responded to me. Manager Michael number kis [protected] and Dennis sales number is [protected]. I do not like to be lied to. I want the $50.00 I was promised as a matter of principal. I paid off all my account with them and would need a check to my home. Thank you for your help.

On 8/11/2020 I purchased a larusi corner chaise (ash 1350216) and a larusi raf sofa (ash1350267). At that time covid was in full swing and I did not get my furniture delivered until 12/3/2020. At the time of purchase I took a 5 year protection plan. The salesman told me this will cover me in case of anything going wrong in the five years. Unfortunately I believed him thinking that the couch would be totally covered. Now not even a year and a half later, the frame on the couch broke. This piece was very thin and not study at all. I called the store and was given a complaint number and after speaking with them they gave me the number of the 3rd party insurance company they use. I spoke them and was informed that Ashley does not include frame coverage on their couches. I went to the store and spoke to he manager who got someone on the phone to explain to me. Ashey will fix the frame after they send someone to look at damage. This cost 150.00 that I must pay. Then if the damage was manufacturing fault, they would pay for the material, but I had to pay for labor.

If I could give this company 0 stars I would. On Sept 5, 2021 I purchased $5000+ of furniture from Ashley Homestore in Portland, Oregon. I was told at the time that I would have to wait a couple of weeks to receive a couch and love seat set from the manufacturers. After the date of delivery changed 4 times extending into the new year I decided to cancel the order all together. At that time(sometime in December 2021) I was told that I was only going to receive a portion of the $1300 for the full amount due back on the loved seat and couch with no explanation as to why, even though this is a clear breach of the agreement that I signed at the time of purchase. The return agreement is for a full refund of the purchase price. I was then told I would receive the $1300 split between a check and a debit back to my account, because this is how I paid for my original purchase in store. It is now May 2022 and I have sense never received a check or debit to my account of any amount, nor have I received the furniture that I paid for. I would for this company to be held accountable for stealing my money. Only attached one receipt because the other has my personal information on it.

Sales No:[protected]

Matthew Maxon

[protected]

We got that loveseat and tv stand about the end of December 2021.

The delivery man said loveseat and TVstand only on the date.

shop staff said the sofa and Lamps would be in the middle of February 2022.

So, we waited for them. but it was running late, so we asked them about it.

James said, " it would be April 15th." we got that sofa about 4/20th,22

but it was the wrong color. we ordered an Orangeish color sofa, not dark brown.

We have that picture under the neath, and the side is brown.

we purchased 066 ZCV-AVP1409 EMORY TABLE LAMPS for $159.08. and

we asked about Lamps. The shop office Lady said (4/26,2022 in the Shop)

" You brought two Lamps on the date(12/26.2022).

We did not!

What! We haven't received Lamps and a table set yet!

There were our signatures. because Ashley's staff said, "put a signature here."

we didn't know about it. and they didn't give us Lamps.

they have stolen our money. it is fraud. it is a crime.

we didn't bring them because the staff said there weren't Lamps here; we would deliver them." shop staff said. that is why we waited for Lamps and a table set for 4months.

we canceled the table set because it will in be in July to get a table set; we could not wait for another3months. July...

we said we would go to the police to report; A guy with black glasses said

" Go ahead," " go-go," I asked the office staff to check their camera. he was laughing at us.

but Lamps must be stolen by Ashley's staff.

we went to the police station to talk it over. they have stolen our money. it is fraud. it is a crime. there were our signatures, but we didn't bring them!

we didn't; we did not!

we want to return all that we purchased!

we wish to return all that we bought

we wish to return all purchased. Please,

we do not see Ashley.

My name is Roslyn Alterescu.  I’m a Senior Citizen over 70+.  My daughter, Felicia and I, ordered on May 3, 2019.  Our Order Number is [protected].  You delivered about Sept 2019.  We purchased a lot of Bedroom Furniture and all the Extended Warranties.
I’m going to keep this short and simple, since all parties are fully aware of the issues that have led us to seek advice of our State and Federal Government and filing Consumer/Antitrust Complaints against Ashley Homestore and Risk Assurance Partners.
October 2021 my furniture was falling apart, but the biggest problem was the Loveseat.  The Arm on the Loveseat was Broken and almost falling off and the USB Port wasn’t working properly.  Here is the scam.  First Risk Assurance Partners says file with Ashley Homestore and Ashley Homestore says file with Risk Assurance Partners.  I filed with Risk Assurance Partners, LLC dba Platinum Warranty.   I’m going to make this short…
-Douglas Wright sends Tech 1 out.  Tech 1 says Arm on Loveseat is broken and needs to be replaced.  I waited and then call Risk Assurance Partners, was told that “Tech fixed.”  No he didn’t.
-Douglas Wright sends Tech 2 out.  Tech 2 says Arm on Loveseat is Broken and needs to be replaced.  I waited and then I call Risk Assurance Partners, again told that, Tech fixed.  No he didn’t.
-Douglas Wright sends Tech 3 out.  Tech 3 says Arm on Loveseat is Broken and needs to be replaced.  I waited and then I call Risk Assurance Partners, again told that, Tech fixed.  No he didn’t.
 
-Douglas Wright sends Tech 4 out.  Tech 4 says Arm on Loveseat is Broken and needs to be replaced.  I waited and then I call Risk Assurance Partners, again told that, Tech fixed.  No he didn’t.  Really, each time the Tech tells me that he will ask that it gets replaced but when I wait and call Risk Assurance Partners, they tell me that the Tech fixed it.  I was like, no he didn’t!
 
-I was able to get Douglas Wright to send out a 5th Tech.  This time I Video Recorded the entire Tech visit.  I video recorded the conversation and how the tech stated that this is definitely damaged and needs replacement, etc.  When I call Risk Assurance Partners again.  Guess what they tell me, The Tech said it was repaired.  I was like really?  You are Lying and Scamming Me.  They were using Fraudulent Business Practices to Victimize Me and Breach our Contract.  Breach the warranties that I purchased when I bought the furniture.
 
Risk Assurance Partners LLC asked for a copy of the Video Recording, so I provided it.  All of a sudden, I was offered a Replacement.  Only after, I Video Record to Catch them scamming Me.  I’m a Senior Citizen, over 70 years old.  This isn’t just a crime, it a Special Victims Crime Against the Elderly.
 
It’s sad that I had to use my legal right to video record Risk Assurance Partners LLC.  I had to catch them scamming me.  I will provide the Video to each of your Respective Agency, for your review.
 
Now, Eugene Chrinian Factory Direct dba Ashley Homestore and Douglas Wright Risk Assurance Pratners LLC dba Platinum Warranty, partner up and agreed to replace the Loveseat.
 
Now the next scam!  Ashley Homestore Sold Me This Scam!  They knew this Extended Warranty is a Scam.  You can join the Attorney General Offices of Connecticut and Missouri who are now investigating Ashley Homestore/Ashley Furniture for Fraud of this exact issue with selling Warranties that are scams, which they never planned to honor.  Not only are those complaints filed with the States of Connecticut and Missouri, but you can seek out the Better Business Bureau, Google, YELP, Reddit, TrustPilot, ComplaintsBoard, FTC, Consumer Financial Protection Bureau, DOJ, District Attorney, Consumer Affairs, and so many other Agencies and Social Media Reporting Pages.
 
After these two scammers got caught, they offered up a replacement Loveseat.  Now they are trying to scam me again!  Now they refuse to deliver my Replacement!  They are Badgering Me and Continue to try and Scam Me.  They refuse to Deliver my Replacement unless I Pay Hundreds of Dollars.  They are Abusing me and Scamming me.  I already paid for the Extended Warranty that was to cover anything that happened.  When Eugene Chrinian Factory Direct dba Ashley Homestore sold me the Warranty, they told me it will cover everything, if something happens to my furniture.  There was nothing, in our Sales Contract, that states I have to pay anything extra.  They also threaten that they will not pick up their damaged item.
 
If they refuse to pickup their damaged furniture or any furniture, I per the laws of the Federal Trade Commission has the legal right to ship it back to Ashley Homestore and they will need to reimburse that expense back to me.  Ashley Homestore and Risk Assurance Partners, can verify that information with the FTC.
 
I am now asking the State of New York and Florida, along with our Federal Government to do a Full Investigation of both Ashley Homestore and Risk Assurance Partners LLC for Fraud, Antitrust, Actively scamming Senior Citizens over 70.  Bring in your Forensic Accountants and investigate all Business Dealings, Files and All Complaints.  Subpoena all complaints from each Social Media Site, Contact all consumers, join the States of Connecticut and Missouri and join their fraud investigations.
 
Due to Ashley Homestore’s Breach of Contract, selling Warranties that are operated as a scam to Victimize the Elderly, Using Fraudulent Business Practices, Bait and Switch Scams, and Antitrust Violations, I am demanding a Full Refund!  Every penny. 
 
Ashley Homestore and Risk Assurance will contact me via Email Only!  I will not accept a phone calls.  If they call, we will not recognize any Verbal Communication.  The only acceptable communication is Email.
 
Cancel my Full Order for a Full Refund.  Since this is a Breach of Contract, Fraudulent Business Practices and a Crime against the Elderly, you cannot charge me any fees.  You will pick up your furniture within 20 days.  Failure to pickup your furniture in that 20 day timeframe, I have to the right to ship it back to you and per the FTC you must reimburse me.
 
You will contact me via email, acknowledge the cancellation of a Full Refund and provide me at least 3 dates/days for you to pick up your furniture (from both delivery schedules).
 
Once you pickup your furniture, you will issue a Check Payable for a Full Refund inline with State and Federal guidelines, and ensure that my Full Refund is sent to the Address of Record, to be received within 10 days of your pickup.
 
You will email me a Tracking # for the check that you mail within 24 hours of processing the Full Refund, so I can follow it’s delivery.
 
I will also video record the entire pickup visit, to ensure the safety from your scams.  This is to protect me, and show proof that you did pick up your furniture.  This way you can’t lie or try to scam me and say, “We never picked up any furniture.”  I will video record the truck, license plate, and DOT # along with each item being removed from each delivery location and your drivers placing it to your truck. 
 
Ashley Homestore and Risk Assurance Partners LLC, you will only Contact Us by Email, Only!  We do not recognize any Verbal Communication, Texting or Chats.  Email only.  This way everything is documented and thus keeping you honest and protecting my Consumer Rights.
 
 
Roslyn & Felicia Alterescu
[protected]@gmail.com
Order #: [protected]
 

Ashley does not honor their warranty and does care about customer service. I purchased a sofa in 2020 and at the beginning of 2022 the frame broke. Per their warranty card they provide a limited lifetime warranty on frames used in upholstered and leather products. Whenever I called the store, I was told to call one of their warranty providers, none of which could help me. I spoke with a supervisor at the customer care center about a month ago who stated that my claim would be processed because the furniture was manufactured by Ashley and the frame broke, which was covered by the lifetime limited warranty. They were supposed to come out today to look at the couch but now I am being told my claim was closed. I have had two claims which were closed without any notification to me about the closure or the reason why... I just spoke to two customer service supervisors at the customer care center who stated that I would need to pay the inspection fee first before a technician could be assigned, a fact that has not once been shared in my two previous conversations with customer care (where my service requests were scheduled) or on any of my many calls to the store. Their response was, "sorry, there is nothing we can do but you can go to the store, pay the fee and schedule your service (I had to wait three weeks to get scheduled the last time); Also, there was no one else I could speak to... apparently, the supervisor is the highest position in the organizational chart. No manager works at the customer care center? I would not have minded paying the service fee if I had been told about it when I first called, but I have been trying for about three months to get my warranty claim addressed. After being a loyal customer for over 20 years, I am done. They have lost a customer.

I spent over $1,800 on a mattress, box spring, and frame on 12/20/21 and got subpar merchandise that broke after only 3 days! In person, their technicians would tell me it was a manufacturer’s defect but customer service would tell me otherwise and say nothing could be done (no repairs/replacements).

Their salespeople are pushy and dishonest. I was told I couldn’t just purchase one item (mattress), that all three HAD to be purchased as a package or it’d void the warranty...why then was the broken furniture not covered under the warranty after only 3 days of delivery? For months, I called and all I got was “we’ll call you.”

Luckily, I found Facebook group "AF Home Store Complaints Issues Advocacy And Resources LLC" and got help. Ashley is actually communicating with me now and a resolution is currently in the works. *fingers crossed*

Maybe I should have been thankful I got all this at a bargain...almost half off per the salesperson...what a great deal for crappy furniture!

Sept. 25, 2021 we ordered couch, loveseat, recliner, 2 lamps and 2 end tables. They were delivered Jan. 29, 2022. The love seat was missing the hardware to attach the back piece of the center console, we were told someone would contact us. A couple of weeks later we had our beige carpet taken out and wood flooring installed. Sometime after that I was able to see a small area of sawdust near one end table. After watching and searching I noticed more spots showed up. Through the internet I found it was powder post beetles. The other end table has the same issue inside the storage area. After a few phone calls, 2 emails and a few trips to the store we were informed that the store does not refund money once the furniture is in the house and it will not exchange the tables after we have had them for 72 hours. Now, after 2 months we are still waiting to have the center console back installed (we received the hardware in the mail) and we have 2 brand new end tables sitting in the garage waiting to be disposed of because we don't want the beetles to spread in the house. The moneRepalcey we paid for extra protection is wasted and the quality expectations of your products is worthless.

I ordered my Sectional on 9/11/2021. I was told it would be on back order for 12 weeks. That took us to mid December. December came they said January. January came then given 2 dates in February. February came and now March. 6 months after ordering it arrives and one of the powered recliners doesn't work. It was documented on the delivery paperwork. I immediately got a phone call from Ashley saying the furniture doctor would call me on Monday. It's now Friday and when I call they have no record of it. They state I need to send 3 pictures of the furniture before a ti ket can be opened. Pictures of what? It doesn't power on. Now waiting to hear back. They say another 7-10 business days and someone will call after review. I'm livid! 6 months for broken furniture that then they don't even want to repair. This has been the worst experience with a store ever. I will tell everyone and anyone not to use Ashley. . All I want is my new furniture that works. Why pay for an electric re liner that doesn't recline

Ordered furniture ([protected]) September 6 of 2021. Had to keep calling to get partial shipments of anything that finally came in. Finally, they called me and said that because they had not been able to deliver the furniture in a timely manner that I would need come in and do more paperwork. Since I have already paid the finance company the full contract price, as I agreed to in the contract, I told them they could not make this my problem and they needed to find another way to get the furniture delivered to me as contracted. The rude woman on the other end of the phone said fine I will cancel your order and hung up on me. I spent a lot of time calling trying to get someone to help me with no luck. I was finally able to get to the store where I purchased the furniture and once again there was a rude woman behind the counter that told me corporate had canceled the order and it was my fault for not coming in. I asked her to fix the problem because I held up my end of the contract and paid for everything as per the payoff dates in the contract. She then said I did not know what I was talking about and that there is no way I could have paid for it, it was not possible. She then proceeded to walk away.

Bought a dresser for my daughter that was 327 and sum change. I also purchases handy too which was an extra 100 or so. Ended up canceling handy because my husband said he’d assemble the dresser. No need for them to take the extra money for handy. It seems like each week they are trying to pull a random amount from my account. At first it was 74 and sum change. Next it was 90 and sum change. Now it’s 122 and sum change. They’ve ended up putting it back the last two times, but these mutha [censored]ers shouldn’t be pulling anything from my account. Mind you there is no option to pull your card info from your Ashely account. They simply keep taking. Their customer service is trash, I was communicating with them via chat and the lady told me they did have a customer service phone number? When they clearly do and I will be calling today about them trying to pull the recent 122. And I have screenshots of all their [censored]ery. Don’t buy anything from this store… unless it’s with cash, because they may attempt to keep charging you for absolutely nothing.