Ashley HomeStore
Reviews and Complaints

Bought a grey sectional in June 2020, was delivered a month later in July. Couch arrived in the color brown and with two holes. 5 months later, the curve of the couch won't even stand because the frame has fell. No either my wife or I weighs over 170 pounds, there is no animals, there is no jumping or rough housing on any furniture in my home. There's no reason as to why the sectional should already be broken. After a month of contacting Ashley (making the sectional 6 months old) they are refusing to honor the warranty. The warranty specifically states framework in upholster products is covered, not only that the salesmen said it was also covered.

I am making a complaint today against Ashley Furniture. I ordered a kitchen table on Sept 15 and was told to expect delivery around Dec 8. I ordered a couch and a love seat around Nov 13 and was told to expect delivery around Dec 9. It is currently Jan 29 and I still have not received anything. I received a text this week telling me that part of my order was in and to be home today (Jan 29) between 3 and 6 for delivery. Well, no furniture came. After calling to find out what happened we were told that they hadn't even received the furniture at their warehouse yet. Why would you set up a delivery on furniture you don't even have? We cancelled our plans and stayed home to be here. Now they are telling us it will be here Tuesday, February 2...even though it is not yet in their distribution center. This is beyond ridiculous. I am sure they used to be a good company but not any more. Do not buy anything from them because you may never get it. I think 4 1/2 months is plenty of time to build and deliver a table.

On 12/13/2020, we went to the Ashley Homestore on Buford Drive in Buford, Georgia to buy a new mattress and foundation. We went with the dimensions of our California King bed. We settled on a Tempurdic mattress and settled for delivery on 12/16/2020. Delivery was for WRONG mattress and base - King not Cal King. Re-delivery of "correct " order set for 01/26/2021. Right mattress, wrong base delivered. Still waiting for correct base.

My husband and I were in your Pewaukee location on Saturday Jan. 9th 2021. Our complaint is how belittled we felt working with your associate Doug Campbell. We were wanting to purchase a new mattress, had a budget we wanted to stay within. Doug at many points, told us to "SAVE OUR PENNIES" in order to get a good mattress. We told him, we have the money, we want to stay within a budget because we had other things we needed to take care of. I dont feel like we should have to explain WHY we wanted to stay within a budget to him or to anyone else. I had also tried many of the mattresses and wanted to make sure we had the correct one for both myself and my husband...at one point I made a comment that one of the mattresses was FIRM and he said "No its not, its plush" I said, well it feels too firm for me, he proceeded to once again say "NO, its not" We looked at the name of the mattress that we liked, and he proceeded to tell us that the other stores that deal with this name brand, will not be allowed to sell this name product if they are under selling, because Ashley Furniture is the lowest price that we will get. Once again, he made us feel as if he were WARNING us to not try looking elsewhere for a better deal. We also wanted to purchase a reclining rocker and night stands...but we walked out without purchasing any of it. We did not appreciate the fact that we felt very belittled and small due to your associate Doug Campbell. Doug asked at the end if we wanted his business card, but the only reason we grabbed it, was so we were able to keep his name for this email.

I ordered the furniture over the phone on 6-30-20 with Aaron Brown the sales rep. He added in the protection plan, with out my approval. I called on 7-2-20 to discuss why this was added in. Aaron stated the protection plan would replace any furniture that would break over the 5 years and if we didn't use it, it would be used towards a credit on our next purchase. I never received the protection plan information. I texted him multiple times and called and would not respond.

At the time of the order, Aaron assured me that all pieces would arrive by 7-28th and that the one dresser and headboard may be delayed 2-3 weeks, but all should come in. This information is WHY I chose to go ahead and order the furniture as we had sold our current furniture and coordinated that sale based on this information. We received all pieces 7-28 except the headboard and tall chest dresser.

I was notified that the headboard and dresser would not arrive now until Sept. by me calling customer service due to never hearing back in August. Due to all the delays and misinformation, we were forced to sleep on the floor for 3 months.

I was then notified it would be October. I received tall door chest and headboard on Oct. 10th. The dresser two doors will not shut. The delivery man tried to fixed and stated we will need to order you a new one. I signed that the hinges did not work and they would replace. See attached photo on bottom right. I never got a call so called a week later inquiring when this would be replaced.

Customer Service stated that they were not aware and would place an order. Later found out by calling again, that this dresser is discontinued. They then said they would replace the doors and they would be in 2 weeks. Made 2 additional calls and stated it would now be two months. At that time, I stated I do not want this set as it is NOT a complete bedroom set with one dresser unable to use. I cant resell the set for what I paid and would like them to pick the whole set up and provide me a credit. Customer Service stated all sales were final and they do not accept returns. I said, even those that I signed damaged and was told would be replaced? I even have a protection plan, and that can't cover it? I didn't damage this set, you sent it damaged. They said all they would do is sell "as is" for a 10% off. A bedroom set needs to match and having a major piece where the doors will not shut, they pop open, it a huge issue. I cannot find another piece to match it, which brings the entire value down of the set.

I have never seen such horrific sales practices and a company that does not stand behind their products and services. I spent over $3600 on a set and can't even use it as well as the protection plan. I asked to cancel this protection plan and they said I would have to do this on my own. I called and left messaged with the service plan and never heard back. So again, the integrity of their products, services and gross manipulation of sales practices has left me the customer not getting what I purchased.

I will not accept paying for this entire purchase. I need the credit of the service plan($282.16) and the dresser($899.99) that is non-functioning at the very minimum. I have made over 20 phone calls to their customer service and spent endless hours trying to resolve this on my own. I am finding that after hours of calls and 6 months of trying to resolve this on my own, I have no other recourse then to file a dispute. The sheer arrogance and lack of acknowledging that they mislead me with false information at the time of purchase and then to later keep manipulating and providing false information to make sure I didn't cancel the order is unbelievable. NEVER once was I told this was a FINAL sale. Even when delivered, the delivery team said not to worry that the piece that the doors didn't shut, will be replaced. They ASSURED ME.

I received a call 2-3 weeks ago. The Ashley customer service representative inquired if I would be willing to accept 20% off the dresser and sell "as is". She was aware of my dispute and said that this would be what they would want to offer as a resolution. I was appalled at the offering and said, no I am disputing this for the reasons I mentioned above.

I will look forward to the final resolution and appreciate you working with the vendor.

See below and attached invoices. The below is what is needed credited at a minimum. The phone calls and signed delivery sheets stated that this was delivery damaged and should justify a credit for both. The service plan needs to be credited as well as I never received it and was sold that this would replace ALL damaged furniture for 5 years, which is fraudulent as it isn't correcting this situation.

B8712-48- $824.99
Service Plan: $282.16

I have tried several ways to cancel a $1, 291.45 order placed via my PAYPAL account dated 11/10/2020, without success. Your order has NO cancel button on the PAYPAL menu page. Please cancel the order immediately. My name is Jon Williams, my phone number is [protected]. My email address is [protected]@gmail.com.I do NOT recall making this order. Please cancel it immediately!

We paid for two separate deliveries: 1 chair and 1 ottoman. I want a refund for delivery fees.

This is our second order with Ashley. Again, our delivery date promised was December 17. Now, it is January 6 and 23. Ashley offers a poor customer experience. If they quote a deliver date, and tgis changes, they should contact their customers. Horrible service.

Unless resolved, this is our last purchase with Ashley. We are highly disappointed.

About 3 weeks ago I purchased a complete bedroom suite for over $4000. I set a delivery date. They said they would confirm the delivery 3 days prior to date. Never received a call. On the expected day of delivery I called and the automated system said my delivery had been rescheduled for Dec 9th because the mattress they had sold me (as available) was backordered and would not be in until Dec. 1st. I told them I needed a Saturday delivery as I work during the week. They set up my delivery for Dec 12, but advised I call back around Dec 5 to be sure mattress had arrived in warehouse where all my other items were sitting waiting to be delivered. I called back on the 5th and they said the mattress set was still on backorder and now expected in on Dec 8th. Today I called back and they said mattress set was not in the warehouse yet and that even if it came in today they could not verify it was there until 48 hrs after it arrived in the warehouse. That would be the 10th - the day before my rescheduled delivery. I tried calling the store directly to see if they could help informationally and the call just reroutes back to their toll free customer service number. The recording as I waited on hold various times said to go to ashleydirect.com for order status. That website doesn't seem to exist. The recording also said I could go to ashleyfurniture.com and message them there. I went there and tried to set up an account to login to my order. It said email already existed, but password not right. I selected reset password and I got an email saying to press the button below to reset password. There was not "button", but I clicked on everything including RESET PASSWORD and none of the links were active. It said if help needed to contact customer care at 866-436-3393. Keep in mind in all these attempts to communicate there are prolonged waiting times on hold. Customer care put me on hold, came back and said they couldn't help but I should call guest response call team at 866-787-7930. I was on hold for 10 minutes, then a recording came on asking me to rate their response to my request on a scale of 1 to 5 and then the call disconnected! At this point I don't know how to confirm mattress is in and all items will be delivered this Saturday. So frustrating and my back now hurts from sleeping on my couch for two weeks. This had taken a lot of the joy I initially had over the purchase of my bedroom set and as a result I would not recommend Ashley Furniture to anyone because of my inability to communicate with them to get clear answers and because of the poor delivery system they seem to have (i.e. not confirming delivery, then rescheduling me with a random date they picked before checking with me as to whether I would be available on that date).