Ashley HomeStore
Reviews and Complaints

I ordered a bedroom set online. After a month of not getting a delivery date, I called to cancel. I was told it was canceled but I noticed it was still showing on my credit card. I called again and spoke a live agent who said it had been canceled. My card was not only charge for one bedroom but two of the same bedroom set. The balance on my synchrony account shows zero, and available balance has not been corrected because ashley is still showing my account at the amounts for the two bedroom sets.

I was not delivered anything from them. I actually purchased elsewhere because of ashley delivery issues and not knowing when the furniture would be available.

I think someone is taking money, stealing. Pure rip off.

I purchased many warranties through Ashley Furniture. I told them before that I did not want protection on the items and they reassured me that this plan was great! They will cover rips, cracks, stains, etc. with their reassurance that this would be worth it, I got the warranty. My first time to make a claim on the "JUNK" I have purchased through Ashley, and it was denied! Are you kidding me! This was a $2, 000+ purchase and they deny it! When this is was what the rep helping me "claimed" they cover, (a rip in the upholstery)! I have spent 10's of thousands of dollars in Ashley Homestore and Wichita Furniture getting warranties on all the items. I have not received the "no claim refund" back on any item and have not worried about it. But, now that I am not able to get my money's worth out of the warranty I'm pretty ticked about it all! This is fraudulent, and a HUGE SCAM! I will no longer shop at Ashley if this is how they treat customers!

I ordered 3 rooms of furniture that was delivered Jan 2020 and I contract Ashley 11/17/2021 to file a warranty claim and request a repair service. Customer Service very respectful advised me a case has been opened and sent me an email to send photos of the damage which I did. He then advised me I would receive a call from the Ashley Scheduling departure to come to home my home to correct my problems. I received a call on 12/26 advising my furniture was damage and not within the warranty.
Problem: 1 -Footboard Lodanna Item #: B214-84S Full size Foot board fell per the photos provided you can see the top board glue gave out, there is no other damage to the footboard, the board separated.
Problem: 2 - Chest of Drawers Lodanna Item #: B214-46 The board below the bottom drawer has feel apart, the screws did not hold up and this product came setup. There is no physical damage to the product as to it fell apart.
Problem: 3 - Dining Table: Item #: D743-35 the table top finish is off in several spots and they only thing they could tell me is that it was something I cleaned it with. If that would be the case the finish would be off in several spots or the entire top.

Customer Service advised there is no escalation process and there is nothing they can do. However if a repair person would personally look at the furniture they can see the items fell apart and were not damage by anyone. The screws came out and the glue did not hold, poor factory assembly. The table top is not even a year old and should not be losing the finish.

Ashley Furniture Industries, Inc.
Attn: Consumer Affairs
One Ashley Way
Arcadia, WI 54612

Customer Service Phone Number: [protected]

I ordered a sectional at the beginning of August 2021 from Ashley's furniture in Alexandria VA (Kingstowne). We were told the delivery window would be between 10-12 weeks. I have called every week as of the 10 week timeline to check the status of my furniture. One out of two pieces is stuck at the warehouse in MD due to the fact that the large sofa piece has yet to arrive. Each week that I have called, I have been told that my shipment should come in on Nov. 22nd, then Nov. 29th. We are now on week 17 and now they tell me it can come on either Dec. 4th, Dec. 8th or Dec. 15th. The week before that the rep told me, it could be as late as January 2022! What kills me is that as advanced as our shipment and technology is now a days, similar to USPS or UPS, they are telling me, they can't quite track the exact day it will arrive to the warehouse! So I'll just keep waiting ... no! This is truly the poorest costumer service and lack of compliance on timeline I've ever seen and I clearly am not the first one to complain about this. I will simply get a refund and not deal with this headache. Do yourselves a favor, save your money and time... even with the GREAT SALES THEY OFFER, DON'T PURCHASE ANYTHING FROM THEM!

I bought a living room at ashley furniture 2 recliners and a sofa all with motion .
I paid over $3000 for the outfit and bought the extended warranty. My sofa has
started to peel and I sent pictures to the warranty company and they refuse to help. I bought this April 9th 2020 its 1 1/2 years old and it looks terrible my 2 recliners are in excellent condition and they are used regularly. I would like some type of compensation or a new sofa . I will take this further if need be.
I am very dissatisfied with this sofa

Ordered # [protected] we ordered a couch and Ottoman on May 2nd 2021 we were told it would take 10 weeks we have been delayed seven times we were told the order would be here mid June then July then August then September we were told it would be here in October then we were told it would be here on the day before Thanksgiving period since that is tomorrow 11/24, I called to find out the status told that it would be another 10 to 14 weeks. I was then told to go to the store and buy different items so I can wait another year for furniture then I was told by your customer service reps corporate supervisor Yraelle employee #yr03 and Albuquerque customer service Mary told me that she couldn't expedite my order how is it expediting my order when I've been waiting over seven months for the furniture and now you're telling me another 14 weeks that is so insulting the room was designed for furniture that I bought why would buy anymore furniture from you Ashley's and I would be charged $250. to $500. Cancelation fee! I will never buy furniture from ever again from Ashley's and I will tell all my friends/family not to shop at Ashley's. I want a solution on why I am not receiving my couch and Ottoman which I needmy number is [protected] my name is Denny Aiken and I don't expect to hear anything from you people

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.