Ashley HomeStore
Reviews and Complaints

We purchased a very expensive Tempurpedic California King mattress at the Fiesta Trails store in San Antonio. The salesperson neglected to put the old mattress disposal on the original order form, so the delivery guys would not take the old mattress. They moved it out to my front yard, and I called customer service to resolve the issue. They stated that we had to go to the store and deal with it there. My husband has been to the store 3 times, where they gave us a ticket #, and a phone number to call. Three weeks later, there is still no action. Upon calling the phone number given, I was told that they would not take the mattress because it was “heavily soiled”, yet it’s been covered by a tarp this whole time. Why would they take it on the original delivery day for the new mattress, but won’t take it now? I find it ridiculous that the corporate offices can’t resolve this issue! The corporate supervisor Dominique stated that we had to deal with it at the store level, there’s no corporate website to lodge a complaint, and that even if we paid at the store for removal, they wouldn’t pick up the mattress. What good is having customer service, if they won’t fix customer issues?

I purchased a reclining sofa in October 2021. I didn’t like the narrow legs on the 3 seat sofa I wanted to return they said I had 48 hours to return so I decided to give sofa to my son. Then I purchased a 2 seat reclining sofa. It was sooo uncomfortable and not sturdy, but it had been more than 48 hours. I explained I had too sofas from there and I wasn’t using one. My son did not want the other sofa. So they agreed to send a person out to look at sofa, guy came out took pics of the sofa said they would be in touch by Tuesday. This was Tuesday before thanksgiving I didn’t hear a thing I figured holiday I’ll wait. Got another call said they were going to send a guy out to check the sofa. I asked if the pics the one guy took was not good enough? They said they neverrecieved pics. So they offered me a credit to buy another sofa they would pick up the uncomfortable sofa. I went in to look at sofa and customer service lady was extremely rude but the sales rep was nice. So I picked out the new sofa. Was to be delivered March 6th no delivery. Finally came on March 13th I was finally done then I realized it was the WRONG sofa it didn’t recline. Call back was told well the ticket said it was supposed to be a reclining sofa they would schedule an exchange for correct sofa. I thought they would call immediately but they did not now I have 2 sofa’s in my house neither one is to my liking. Very disappointed expected better

I’ve been waiting on my bed since July 2020. On March 4 2022 at 10:42am your staff contacted me stating they secured a portion of my order and could complete a partial delivery. Even if I elected not to, they stated they would notate my account so the items would be secured. I responded on March 4, 2022 at 11:17am requesting the partial delivery so my items would not be redistributed, as evidenced by screenshots below. Your staff neglected to respond. I AGAIN took the initiative to contact your company to follow up and am being told that you basically take back your offer to complete a partial delivery due to my lack of response? Which is completely bogus.

I have time stamped written documentation (emails) documenting all of this, including my response. I have attached this documentation.

My delivery needs to occur, as offered by your staff. Inconvenience is an understatement. Lack of accountability, integrity, and communication is a better description of this situation. I am requesting your company take accountability and make this right today. Your solution of waiting and or canceling my order is insensitive. I’ve been sleeping on an uneven bed with rails that are uncomfortable, patiently awaiting my items that I trusted you to deliver since July 2021 and the best you say is I can cancel. You don’t even offer a comparable item that’s in stock. That is not in line with the mission statement on your webpage, I certainly don’t feel you’re Attempting to enrich my life or inspire the love of my home.

I ordered a small couch from Ashley online. February 2022. Upon ordering it was a 3 to 5 months backordered item. Received an email on early March 2022 that my delivery was coming. The next day I received an email stating my delivery would be here March 6, 2022 by 5 p.m. we stayed home all day and no delivery. One hour and 15 minutes on hold calling customer service. Transferred two times. Customer service rep said to expect at the end of May. Rep was very rude. Said I may get other emails and they can change at any time. Trouble is I never received a change email, so we waited all day. Rep Over talking and when I asked to speak with a manager he hung up the phone. Reps Must have no concern about customer complaints on them

I have been waiting for almost 5 months to get my bed, dining table, kids' bed, sofa and so on. When I first order and pay I was told they going to deliver within 4 to 6 weeks, but they change the delivery date so many times, after so many times phone calling and they deliver the bed with wrong piece and leave the bed unassembled and I still waiting for them to came and do it, no one is coming it is more than 2 weeks. I will post the picture here it is so frustrating, you cannot even get the manager to talk, they hung up the phone on you. I wish I was not into their store that day to deal with them and I will never be there again.

Purchase 11.27.21 paid delivery scheduled for 12.01.21

12.03.21 received call ops on back order will deliver 03.03.22

02.27.22 received call ops still on back order will deliver 04.17.22

03.01.22 went to store Assistant Mgr. said “wow I’ll see what I can do, will call you” NO call tried to call and Assistant Mgr. busy and Manager not there.

I work in logistics so I know ALL about supply chain issues. This is ridiculous that Ashley feels it perfectly acceptable to wait 5 months foe an end table we were told by sales manager on 11.27.21 was in stock ready to deliver the following week. As of today 03.01.22 we are told the soonest it can deliver is 04.17.22. Totally UNACCEPTABLE!

bought sectional along with ins., then had some spots during holidays and recliner did not work. placed claim for recliner repair and cleaning. well, guess what happened, same as everyone else complaints. spent many hours emailing and uploading pictures and talking to people and emailing to set up claim and recliner repair was ok, but cleaning I was given so much bullcrap and disconnect and then said too many spots, not within 30 days, which try to prove that one, but then cause had more than one, entire claim denied, was told I need couch completely cleaned, basically have to start over, then when I have just one spot stain, then call to place claim which then takes over month for service! So then serviced and repaired my recliner, and then was told I can not have a service report or any info of any kind from the repair, as it was proprietary! Thanks a lot Ashley F!

Good Afternoon,

My Wife and I tried to make a purchase online with our Ashley card, we tried several times , but did not receive the merchandise, this created several pending authorizations on our card, We are trying to have these removed , however we are getting the run around , the store is telling us to call the credit company , for the Ashley card, the card company is telling us to call customer service and no one is helping us get the authorizations off. We are moving in two weeks and need to purchase furniture and we need the authorizations on the card removed , so our spend amount will go back to $5000.00. How can I get these removed so we can spend money in your store.

We have been at this for over two weeks. Please help me get this resolved.

Thank you,

Sean Flood

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I ordered my dining room table in July 2021 and it is still yet to be delivered. My first email stated it would be delivered on October 8th and received another email in September stating the delivery date had changed to Dec 6th 2021. I have received NO additional emails since that time and have been on the phone, chat and emailing on a regular basis only to be jerked around and told "I understand its frustrating." This is beyond frustrating. Do not sell my a table for thousands if you have no intent on delivering it anywhere close to the date given. When asked if there were other options I was told that I could PAY to return the chairs. This has been the worst costumer service experience I have ever dealt with. Despite the thousands I have already paid, I will NEVER be buying from Ashely again and would advise anyone thinking about spending money here to go else where. We are now in a position where we are stuck continuing to wait, as we cannot wait even 4 weeks (a reasonable time) for another company.

I have reached out to the BBB as well. I purchased furniture 3/2018 along with a warranty/insurance from Montage. The salesman failed to register my protection plan at time of purchase. Went to use my protection plan 2020 and was told that Ashley was under new ownership and could not register my protection plan to get new furniture. I complained to BBB 1/22 and got a call from Ashley stating they issued me a refund of the protection plan which I was not notified prior nor did I agree to. I have emails, receipts and documentation stating I purchased the protection plan and what it included as well as emails with lack of transparancy or effort to get this resolved. All Ashley can say is, here is 250$ and if you want your furniture fixed I have to pay for someone to come out. UNETHICAL

I purchased an electric reclining leather sofa set in 2019, I also purchased the 5 year Purple Protection plan. The electronics in the sofa quite working so I called the Lubbock store and expressed to them I need to get my soft repaired. Ashley in Lubbock said I needed to contact the Purple Protection plan since they only warranty the product for 1 year. I contacted Purple Protect Plan and they had no record of my purchase, the Ashley HomeStore didn't upload my information to Purple Protection Plan folks. I have been working for close for a month to have someone from the Lubbock store to look at my sofa, and still no luck I'm just getting the run around. Either one of the service agents forgot to put in the service call, or there wasn't enough information put into the service call, or I to pay for parts when they didn't even know what parts I was needing to fix my furniture. This has been so frustrating, hopefully I can get my sofa repaired soon.

I purchased an expensive bedroom set from Ashley and also their 5 year warranty plan (Supposedly through GBS). I tried over 6 months ago to get the rails fixed in my bed as my mattress is now being held up by bricks. The people at the store repaired one side of the bed's rail previously the other side was also poorly put together. I was told to email a copy of my invoice, which I did. Still no response. Filed a claim with BBB and Ashley referred me back to the warranty company. All I want is my bed fixed or just give me a refund.

Ashley home store 7780 s cicero, burbank has engaged in price gouging and deceptive and misleading practices were used to secure sale including lying and misleading about delivery dates and I cancelled after 72 hours, to me I was refused to be seen by a manager a day later as one could not be located and finally after visiting store 2 more times, on 1/11/2022 I was seen by a "manager" who refused to identify themselves, I refused a price match attempt by ashley manager on this day because I no longer trust or will do business with this merchant.
I was also given paperwork on 1/11/2022 that seemingly refunded the amount of
$ 5262.01. Also a added random cancellation fee of $494 which was cancelled per paperwork I was given by a manager who seems now to have lied and given me a false paperwork to falsely waive cancellation fee and paperwork. Which I have in my possesion my synchrony account has no record of the refund of $494, I maintain this is blatant consumer fraud, the ashley amount remains on my synchrony account for a product I dont have or want, synchrony a private label card claims to need 90 days to review charge, but in meantime im indebted and would be required to start payments, its seems the card company is cooperating with the fraudulent behavior of the merchant, no other credit card companies I have used operate in this manner, unauthorized charges are swiftly corrected and investigated, I never agreed to any cancellation fee contractually, I was assured the entire amount $5756.01 would be refunded to my card. I was promised the entire amount would be removed completely off my synchrony account which could damage my credit and good name for a product I never recieved. This is complaint im forwarding to illinois attorney general consumer fraud division if $494 is not refunded as per your paperwork

On 12-28-21 My daughter and I went online to look for a dresser and night stands for the apartment she just moved into. We saw what we wanted at Ashley Furniture, so I ordered it. When it came, the boxes seemed very small, especially for a dresser. My husband told me a lot of times when you have to put things together, the boxes are small. We haven't opened the boxes because we will have to take them to my daughter who lives about 4 hours away. I kept looking at the boxes and I was too confused as to how a dresser could be in such a small box, so I went online and found the size of this "dresser". It was a little over knee height tall. I have never seen a dresser that small and it would look ridiculous in her bedroom. I called Ashley furniture in Springfield, MO. She told me she couldn't approve me bring it back to that store for a refund, so she gave me a number to customer service. I called and was put on hold for a very long time, just for her to come back and tell me I would have to ship the boxes back in order to get my refund. These boxes a very heavy and would cost a fortune to ship back. I would like to bring these to the store in Springfield, MO and either get a full refund or at least be able to pick out a different dresser.
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