Ashley HomeStore
Reviews and Complaints

We spent a lot at Ashley for our new home. Our sales guy was really nice and helped us out(he no longer works there). He told us to buy the protection plan because it covers a lot of stuff. We didn't want to add another $500 bucks to our bill, but she said it was worth it and if we didn't use it we would get a $500 credit towards are next purchase. We filed a claim last month and we were denied. Our couch is pretty many different issues and we bought it in 2020. We called the store to talk to them, and we were told a way different story when we explained that their sales man told us what was cover and our claimed was denied. She what was covered and it was different, and she said well he shouldn't have told you that. Well we bought a protection plan under the impression of what you sales man said, which to us seems to be their problem for having their sales people lie and at least give money back for plan. I wish i looked into it more, because the couch set was not worth the price for how cheaply it was made!

On 1/29/21 I purchased a King Cal bed from Ashley Furniture Homestore. The address of this store is 81 Colma Blvd, Colma CA 94014 and their telephone number is [protected]. The name of the bed is Caitbrook and the total cost of this purchase was 1206.77. Ashley furniture sold me a defective bed and here is why: The wooden slats that support the mattress are small, thin and constantly slide around. Our mattress is sagging because the slats don't provide any support. We have added our own wood pieces to support our mattress because we are sinking in but still till this is not enough. I have to remove the mattress and align the slats almost everyday. The bed frame squeaks and sounds like its going to break when we get into bed. This is a gigantic bed with no support and a frame that is going to break soon. We were pressured into buying this bed by Andriea Sandez Diaz and her Manager at Ashley furniture, this bed has become a nightmare purchase. Since the day that I received this bed I began demanding a refund, this was on on 2/18/21. Unfortunately, no one is taking accountability, the store and corporation continue to ignore my request. When I call I get transferred around, I have spent hours trying to resolve this issue. Only once in these past 9 months did a technician from their store come to see the bed. The technician agreed that this bed is defective and stated that Ashley has received many complaints about this bed. This is unbelievable, he told us to buy a solid wooden slat and drill it into the frame for support. He was also going to suggest that Ashley give us something for more support, its been about 3 months and still I have not heard from them. My case number is [protected]. At this point I don't want nothing but a refund. I want my money back and I will never purchase from them again. Please help me! We cannot continue to allow this corporation to take our hard working money. They are committing frauds and getting away with it.

We haven't had our bed a freaking year and ashley says it's not their responsibility to honor the warranty sealy says it is ashley's responsibility for the warranty as this is where we purchased it. Hiway robbery i certainly don't recommend ashley's to anyone anywhere
we have sink holes on both sides of the mattress and the middle feels like there is a rod sticking up when we try to cuddle in the middle we roll to the outside of the bed

My chair is loose. I bought the extended warranty and feel it needs to get fixed. We bought the chair at Abilene, Texas location. The name is under Jackie Maldonado.

I am filing this complaint as my issue with defective furniture and four months of trying to deal with customer service has been repeatedly ignored.
From the purchase date of July 9 to this month, there has been no action to replace this furniture or even answer my calls or my mail.
I have attached a time line for this incident showing copies of documents I sent and those that I have received telling me that customer service would be in touch to resolve this problem. The first document shows the timeline from date of purchase to this month. The others are copies of documents I received stating a customer service rep would be in touch to help resolve this.
Having received this furniture with unfinished surfaces, a drawer with a surface nail below the handle, multiple promises to follow up along with receiving a damaged replacement drawer, I have tried multiple times to get contact with corporate personal as the local store tells me they have no authority to deal with any issue like this.

Sales order [protected] from Ashley Furniture in Tuscaloosa, Alabama. Did not like item after delivered and contacted store right away. They said to come pick something else out and to call the customer care line to get the approval for return. After a few days they contacted me and said I couldn't return it. The paperwork has no information about returns. I looked online and it says you can return items. So why will they not take it back?

I called the warranty company, Protect All USA, to report a claim. The representative asked for a picture to be sent to her email. She asked how it happened and I said "I am not sure I have no evidence of what happened it was like that when I got home from work". When she saw the tear she said because, inevitably being near a seam, the tear ended up going all the way to a seam whereby voiding the warranty or "not being covered". It did not start at the seam but in the center and made its way to a seam. The employees opinion was as such and told me i could pay to get it repair. So, i asked to speak to a supervisor and got put on a lengthy hold. Supervisor Gabriel Uribe was condescending, and said "they do cover accidental tears of a single event, but this was not one". When he said what did i think happened i said I assumed it was a pet and he said "that's not covered". So, my conclusion is they do not cover anything and I wasted my money.

I have tried numerous times to call, email and go through Ashley HomeStore to help me in getting a tech from 5 Star Platinum about using this protection plan. When buying our furniture from Ashley we were told by the sales staff that if we purchased this plan we would be covered for 5 years on stains etc... So after months of trying to get a tech service person to our home regarding a stain, we have ended up with nothing. I feel like this is a scam and we just threw away $199.98.
My advise is to NOT pay for this nonservice!

Yes I'm A very pissed of consumer that purchased 8 bars stools. A dining table and a dining server. And I still to this day have not gotten my dining server. And nobody can seem to tell me when I'm going to receive it without lying. I have an email that shows your hassle free delivery will deliver Sept 21stNope, that didn't happen. So then I called to check, oh it says it will be delivered on Sept 28th. So I called Monday the 27th to see what time they were going to deliver. And they say, oh it's scheduled to be delivered on Nov 5th. And then I called today, for them to tell me that it is scheduled to be delivered on Nov 12th! Really when will I get my stuff? Y'alls customer service has gone downhill! I had another bad experience with you all when we bought are son's furniture, and I trusted you all again! I've stayed home for the last three Tuesdays from work! Can someone please tell me for sure when and if I will ever get this piece of my furniture! And I have been waiting all day for a supervisor to call me back!
Phone # [protected]

SHAWN FRANCIS

I purchased a couch from Ashly Home Stores and had delivery scheduled for October 2nd. On Sept 30th I confirmed my delivery..On October 1st I received a call stating that my delivery was canceled for non confirmation. After hours of trying to get this fixed I agreed to take the 4th off work and have it delivered then. Again it was not delivered. Tried to call and talk with someone but was just given the run around for a total of 5 hrs. They scheduled me again for the 7th without asking me if that would work for me which it doesn't but cannot get a person to answer my calls now. Just get their automated system.

Hi there, this has been the most frustrating order I have ever placed. I receive the email from Ashley Furniture regarding the exchange on 08/17/2021.

The two nightstands arrived damaged, Called Custome Service and they requested pictures of damage. I sent them and an Exchange email was sent to me. UPS picked up the damaged ones and delivered them to a California location.

So far after many unanswered emails and false promises with CHAD employees, I still do not know when the nightstands are going to be shipped.

Can you help me with that?

Online SALES ORDER NUMBER: [protected]

I ordered a bedroom suite on May 31, 2021. I paid for this in full. I have yet to receive my Headboard or rails. I was told my delivery date would be no more than 12 weeks. I have called checking on the furniture and pretty much was told they could not do anything and my next opinion was that they could pick the furniture up. So I have been sleeping on the floor for 4 months. I can't see how someone could be charged when they do not have their furniture. I'm going to look for another suite and have you pick up all of this furniture. Over the years, I have purchased a lot of furniture for Ashley's but will never buy from them again. Also, I sent the information in on a table and chair that needs to be repaired on August 11, and never heard anything from them. Very disappointed in service.

Horrible service. Purchased two desks in July. They kept scheduling and rescheduling. Finally 11 days ago we received one of the two desks. However we were told that they did not know where the other desk is. They scheduled the delivery for Saturday September 25th and on Saturday morning they called and said they were not coming and so they rescheduled it for today. Today our window of scheduled delivery was until 7:30 pm. We were stop number 13 on the truck.
they skipped us and told us that they could not come back However at 7:30 they pasted up our stop and delivered to stops 14 and 15. My husband was able to track the driver and see that they missed our home. After speaking to customer service we were told that there was nothing that he could do for us. The driver apparently could not find our home and he said that he could not get in touch with us due to bad cell coverage. That is strange since they just delivered 1 of the 2 desks that we ordered at the same time as this one to our home 11 days ago. Also my husband's cell coverage was not an issue since my husband had no difficulty speaking to customer service while using his cell phone. This is awful. We have been very loyal customers of Ashley Furniture. for approximately 40 years. We already received the two chairs that we ordered after we placed the order for the two desks. When my husband asked to speak to a supervisor he was told that he couldn't speak to a supervisor and if he could that nothing can be done about this issue.

It appears that Ashley is now owned by an investment company. They are just bean counters and are no longer interested in serving their customers in a ethical and/or professional manner. These desks were ordered in July.

Purchase sofa from Ashley showroom on 5/17. I also purchased what I was told was the 5 year "worry free warranty" for $249.99. Last Saturday 9/18/21 I went to sit down on the middle section of the sofa and it gave out and I sank down. I immediately gathered all of my info and submitted my claim online. Besides also going to the original showroom I purchased the sofa they printed me out my invoice as well as a brochure with check marks checking off everything covered and assuring me it will cover "frame / mechanical" I'm not sure what the issue is but all I get 4 days later is my claim is denied. Now I get no call back and I'm stuck with an broken unsafe sofa that I have spent $2, 500.00 plus on! I have already started a claim with the BBB.
The denial email said- it's not covered under the "PLAN COVERAGE" section of this Plan"

In the fall of 2019 we purchased several pieces of furniture from Ashley home store, we also purchased the extended warranty for $500. May 2021 we went to file a claim with Montage, the extended warranty company. They told us that we did not have an extended warranty, the Ashley Homestore did not register our plan when we bought the furniture. Of course at first Ashley HomeStore denied this, but now I have an email from the manager Jeff at the Ashley home store confirming they never registered our plan. It's in hopes that you will not file a claim and they keep your $500. This is fraudulent business

What a nightmare. I ordered an entire house of furnishings.
One my bedroom dressers finally arrived there were damaged. I requested a warranty and was told 7 to 10 days I'd receive the replacement drawers.
Weeks turned to months and still nothing.
Not to mention my online sale wasn't applied as it should have been since it took weeks and the sale ended before the order shipped, technically I hadn't been charged until it shipped. Round and round to many people over weeks, until FINALLY I was credited. But still, no replacement drawers.
2 months later I was told they were sending a new dresser all together due to no replacement parts bring made. I literally spent hours on the phone... my entire house is furnished here solely because I love the options. But I will NEVER shop here again. I've paid off my cards ans the relationship is over.

I ordered the Navi sectional in Chestnut, half was Chestnut half was Smoke when it was delivered. I complained to service and they ordered a new sectional to be delivered Oct 22, a month, okay I can live with that, I asked to change the colour to Smoke, the service person told me they couldn't do that without charging me a 10% colour change fee, seriously, you delivered two different colours, I have to live with that for a month and you want to charge me $170 to change the colour when you're reordering the sectional anyway because of your mistake? Terrible customer service. I won't be suggesting anyone shop there.