Ashley HomeStore
Reviews and Complaints

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.

Table was delivered on September 2, 2021. It was missing the bottom board
of the table. I was assured a new table would be sent out. 2 days later they call and tell me a part will be ordered. I have been on hold for 30 minutes and no
one can seem to tell me where my part is.
I received a email with a order number of 5149808 telling me it was being processed. No one on phone can track it.
I want the part or a full refund for my table.
Anna G.

Hi, I have placed an order on May 31st 2021. It took 3 months for the Free delivery you had advertised about. A month back when I called the store, they said they are waiting for just one item and then they will let us know of the delivery date. So today the delivery date was set. I was at work and my wife was at home. The delivery person was so rude and abusive to my wife, asking her to move the bed by herself which is a king size mattress. When we placed the order we had confirmed with the rep at the store that the old mattress will be removed on delivery. He confirmed that too. So today when the delivery person came in he refused to remove (haul away) the old mattress. So my wife called me at my office and then handed over the phone to the guy. He was very very rude and disrespectful from the get go to me. I told him we had set up to haul away the old mattress upon delivery of the new. He said his delivery order did not say so. So I called the store and asked to talk to the store manager. My wife said that he was very very rude to her too and blamed it on her that she has not paid for the haul away. This my wife conveyed to me. I called the store manager from work and this time he was very soft to me stating that the department is looking to pick up the old mattress since his order in store, the papers said free haul away. But the delivery guys papers did not say so. He claimed that the department will be calling me soon. I am very very very disappointed in the service, the rudeness and disrespect of the delivery service as well as the delivery. I want someone from corporate to contact me via this email and I am expecting a speedy resolution of this. I also wish to be compensated for this inconvenience, disrespect and abuse. This is totally unacceptable. The old mattress is still in my house. Contact me asap.

Beware! they do not stand behind their product. I bought 2 ! of the Ballinasloe sectionals. On one the corner of my couch kept sinking in. It was a very obvious difference to the rest of the seats. After several calls and a lot of runaround came and "fixed" it. It still sank in and I called, the Manager said they would do Nothing. Debi Kurtz-Noblesville Indiana

Do not purchase Ashley's furniture warranty. Per their warranty they cover gouges that penetrate hard surface areas. They declined my claim with a 14 inch 1mm deep gouge stating its normal wear and tear. Claim 641629

They overcharged me $700.00 and the manager was a joke. They charged me for a chair that was the same price as a cheap couch. Charged me for the furniture protection plan which I said I do not want to the tune of $300.00 and Lance the salesman said I gave you a package deal which was outstanding that your obligated to buy the protection plan and said he would throw in some lamps and not charge me and then charged me $100.00 for them. Waited three months for my furniture and called me in July told me my chair was in the warehouse and they were going to deliver it and it was delivered last week.They lie and are not dependable. The manager was nasty, arrogant, rude, talked like a 5 year old, no education, never said sorry, you name it he was it. Where did they ever find him? They must be hard up.I stayed home two days after them texting me and said my chair was going to be delivered and neither day did it come in July. I went over to the store one day to complain and he said at the end of the conversation you can leave now. Two of the associates working there caught me at the door and gave me the Corporate Headquarters phone number and said something needs to be done with him. Everyone complains about the manager. I called Corporate in Fredericksburg, Va and they said they are happy that they have a manager in that store because no one wants to work. And I said one that rips people off? They said as long as he is making money for that store.

I would not recommend purchasing from Ashley - EVER. We ordered pendant lights for our newly remodeled kitchen. Not only did they 3 weeks to arrive, but one was damaged and the glass was chipped at several locations. Usually, we would just send it back but Ashley makes you go through huge hoops just to return something, especially if its damaged - the process is far from simple. Because there is no easy online "click to return" button, I had to call customer service and was on the phone with 50 minutes with a VERY rude customer service rep named Jocelyn who was snotty, unaccommodating, and far from helpful. She put me on hold without communicating what she was doing for TWENTY MINUTES, could hardly answer my questions and when she did, it was with an attitude. When she returned from putting me on hold, it wasn't with a "thank you for holding, I am so sorry for the wait, Mrs. X", it was "helluh?". The lack of communication, lack of transparency, and unprofessionalism was not only frustrating, but appalling. Apparently, according to customer service, I will be getting a confirmation email from UPS regarding my return by the "end of the week" (I called on a Monday), but my account nor my email has any confirmation of this. Not to mention, she didn't even end the call professionally, she just sat there in silence until I hung up...you literally could not make this up. This is unacceptable. Probably the worst company I have ever purchased from and I am embarrassed for them.

We went to one of their midnight madness sales in April 2021, and we found a great deal on a sofa and loveseat. The problem is they had no clue of when the item would be available. So instead, they gave us a timeline the cable guy would be ashamed of! It was like buying a bridge from a guy who doesn't own it. Now 10-12 weeks out, we still receive the same old tired message saying no timeline product will be available 10-12 weeks!

Terrible experience. Ordered full living room and dining room furniture (over $3K) on May 7th - they said they were backed up and delivery would be mid to late June. Not ideal, but I understood. Every time I have called for an update they push the delivery date back. Now they say they can "maybe" deliver the rest of my furniture by August 10th. My family has been without for 3 months already. I tried to call the store to request a cancelation so I can get a refund and buy furniture somewhere else, and nobody ever answers the phone. I can't believe how disappointing this experience has been. DO NOT spend your money here.

Purchased a sectional couch and had your service staff at my home stated this was a manufacture defect and thought we will be exchanging the couch. Found out later we were unable to exchange due to having another repair person coming to the home to fix a couch that is a defect and damaged. Per your customer service will never exchange the furniture. I'm very dissatisfied and will be taking further action at this time. The customer should never have to go through what I have experienced with ashley's furniture company. No one should have to pay for damaged merchandise.

I purchased a King Size Sealy Hybrid mattress and bed frame. I purchased it because my wife has cancer and needs a better bed to rest and be comfortable with as she is in a great deal of pain. Everything was fine until the frame was delivered. The frame was set-up and immediately upon laying on t we began to her a lot of noise, and it did not quit unless you stayed completely still. We have had the frame and mattress for 2 weeks and over the past week we heard a screw pop and go flying across the room. We did not see anywhere it would go but held on to it. The bed continued to sound noisy and in the middle of the night started to sound like there was a racoon or something underneath chewing on the bed. Looking underneath we found that none of the supports are holding the bed up, all are skewed to the foot of the bed, and at least one and maybe two of the slats that hold the mattress up are broken. I went to the store for help and was told they cannot help me and that I need to call Ashley service. I called at the number I was given and sent images of what was happening to the store per their direction. I called the number I was given by the store, and it welcomes you to customer service and then hangs up. I then tried the chat function which is an AI platform and next to useless. I then called other numbers I could find online. I finally got an operator on the line who sent me to a customer service person who then redirected me to another call center, which I sat on for 20 minutes and then was redirected to a survey asking if I would recommend any family or friends to Ashley based on my recent user experience using 1 to 5 with 5 being absolutely. I hit "1" for never and was told by the electronic voice, "I am sorry we are having difficulty, please try your call later" and then was hung up on. This is totally unacceptable.

As my wife and I entered the store in San Bernardino on Saturday ..it was like entering a car dealership.. We had to be escorted back to the matresses..your sales person was very nice..once we decided on what we liked we asked for her card and if she could right down the model and the price. I wanted to make sure when we came back she got the credit..here came the TO ..her boss was wanting us to laydown..tried to push us back over to another mattress... trying to find out why we weren't buying today..as I looked around ( because I was done shopping) and pretty damn observant.. it was happening all over the store...managers with tablets ready to jump in ..we made it clear we had just started looking as we ALWAYS do our due diligences we were followed out and when we got out to the car they sent your sales person out with more promotional info.
Now when my wife went back to your store to buy the mattress ( as we said we would be) and she went end to ask for the young lady that helped us she was questioned quite rudely...but here is the kicker..and im glad I did not go...you did not honor the price that was written down on her card...we didn't miss any of the discounts it was..."oh we made a mistake"...no you didn't because it was the price that we spoke about the whole time there...not a lot of money.. ( over $200) but its the principle..

Now I can tell you that in 40 years of sales..integrity is all you have to stand on...and in my mind you have lost yours...

Tom Gillum
Area Sales Southwest- Sinclair International
[protected]