Ashley HomeStore
Reviews and Complaints

Horrible experience thus far. Hard to even put into words. First, the price they quoted us over the phone was not the same price when we spoke with the sales agent in the store. We decided to still order the furniture since we really liked it and had it all planned out already. My fiancé asked before placing the order, multiple times, and I emphasized MULTIPLE times about the delivery date. The sales agent told us when we call to schedule the delivery if the items happen to not be scheduled to deliver by the 1st that we can just cancel the order and get our money back that day. So when placing the order, my fiancé had the sales agent check and see if they could tell us what items may or may not be in by September 1st. She stated that everything will be in except possibly the love seat. Which would be tolerable to go without the love seat for a few more days. Fast forward, and they said they couldn't deliver until September 6. So we settled with the date, nothing we could do. But now they're telling us September 11th and said that isn't even a guarantee! We move into our house on the 1st and will have no furniture. At this point we just want to cancel our order and be refunded. They're telling us we would not receive our refund for 7-10 business days! Why were we lied to? And there is nothing they can do to help this matter. I am extremely disappointed and disgusted! Terrible customer service! I will never order from Ashley Furniture again! This whole process has been absolutely a nightmare.

I am 6 months pregnant and now moving into a home with no furniture.

A complaint will also be filed with GBS, the protection plan that Ashley furniture promotes.

Ashley pushed this protection plan when selling me my living room furniture. They stressed that if anything happens to the furniture we will fix it or replace it. What they failed to say that is once they replace your furniture, your replacment piece of furniture is no longer covered. If you want it covered you will have to buy a whole new plan. I bought a 5 year plan and in less than a year they replace my couch ( with a broken one that I didn't realize was broken until months later because we rarely use our living room) so I am no longer covered. The money that I paid for a 5 year plan is Ashley's or GBS's to keep and I'm out of luck.

I purchased the Patola Park Sectional in December of 2017 from the Mooresville, NC location. About two months after owning it, we noticed both arm rests were broken - you could hear the wood moving inside the arm rest. The fabric starting pilling almost like a sweater and there are little fabric balls everywhere. We had a technician come out to fix the arm rests and contacted the customer service department regarding the cushions. They sent us a new cushion cover just for the chaise part of the sectional. The cushions are no longer staying in place, multiple times a day I have to push the cushions back under the back cushions. The back cushions have lost their form and are no longer firm . We have always gotten older couches from family members so for this to be our first couch investment it is EXTREMELY disappointing. We are not happy with this couch whatsoever. I am requesting that Ashley furniture come pick up this couch and either grant us a full refund or store credit to purchase a different couch.

My name is Naren, I made a huge purchase (more than 20 items) from Ashley Sterling VA in July 3 rd week. Sales guy convinced me that all the delivery could be made possible in a week or 2, though the final delivery date shown in system is Aug'13.

I made multiple visits to the store, made several calls and left multiple vm's but, I get very poor response from them and not I was told that I've to wait until Sep'11 for the delivery. They are reluctant to cancel the order, and no support from the store.
I've got empty house, with no beds and it is really a big thing for me with kids at home.

I'm stuck and not exactly sure how to proceed and where to complain.

Appreciate your response.

Thank you,

hi my name is chelsea pye, I took and Ashley furniture bedroom set out from your carbonear nl location, at the time of trying to take it out the last kerri tried to make me pay for an extra week I which I wouldn't have the bed so I left came back another time a delt with Elizabeth and got my bedroom set at what I was supposed to pay not being scammed. then when the men delivered my bedroom set there was a dolly waiting at my house for them to bring it in with but instead the rolled it end over end into my house and beat the crap out of my dresser, I missed one payment because of a timesheet for work getting in late so I had to pay next time well kerri left an ignorant message on my phone basically saying that they know I'm not going to pay them and they know it will be nothing but problems so therefore I have told them I will NOT make another payment until o speak to their manager not of that store but their head over manager, I've been fighting for weeks now trying to get their manager they have harassed me at work after being told my work hours and being told that I cannot contact them during my work hours enough is enough. I've had it with you guys and I will be making a complaint to the better buisness bureau. kerri has done nothing but torture me since I got my bedroom set I'm done with you guys and I will have something done about this and for the love of God can someone please get the manager to call me this is ridiculous.

We purchased a bed frame and mattress (order [protected]) It arrived incomplete on 29 June 2018, on 6 July delivery of some parts arrived, discovered kit to construct the bed was missing. Calls made on 7/9, 713, 7/20, emails on 7/26, call on 7/31 resulted in very little help, wrong kit arrived on 8/3, kit was for a dresser), physically went to Ashley store (East side of Madison), again promised new kit to be sent, tech to show up on 13 August. No kit ever arrived, tech never showed up, no message of cancellation.

At this point we need to cancel the order, we need to have Ashley pick up the parts of the unfinished bed and take awy so that we can purchase a bed frame. We need to have documentation that we can obtain a full refund for bed frame (we will keep the mattress).

We continue to try and contact Ashley, several messages to regional manager Billie Kaiser with no response.

Simple to fix, hand over a kit with correct screws.

We are now looking into legal action to prevent you from charging us for something you have never delivered!

Please respond via phone [protected], or email [protected]@sbcglobal.net or [protected]@uww.edu

I had ordered a bedroom set to be delivered and it was "mostly" delivered a week ago. At the time of set up let them know we were missing the trundle portion of the bed which we paid for.

The delivery people told us it wasn't on their list and would talk to dispatch. Tried calling the store and they didn't answer their phone. Then called "customer service " and was told I received my full order. Explained I had not and that is why I was calling: informed that this was a problem for the store to handle and not him.

After 7 phone calls with the store. Told multiple times they would call me back; no did not so I would have to follow up with them. Finally they discerned that we did in fact not get our complete order. Now a week later they still don't have an answer as to when they can get me the rest of what I did in fact already pay for.

Have asked to talk to supervisors and told they are not available. No wonder no one is actually running their stores. Will definitely not be a return customer.

I have had nothing but bad contacts with Ashely furniture in va beach. I first went into Ashley furniture on 7/8/18. We were looking for a bedroom set for myself and my daughter. It was right at closing. We decided on two sets and verified they were available (was even told they had my king bed there in the warehouse). As it was right at closing we didn't want to hold them up so we agreed to come back another day to get all the prices and paper work straight. I emailed back and forth with my Ashley Finnigan and arranged a date and time to come back to Finalize my purchases. She was aware i was driving an hour away and had a 30 dollar tolls to get there. I went back in on 7/12/18 as that was the date she suggested for me to return. Upon arrival i was made away my sleigh bed that i was told was in the warehouse was a mistake as that bed was d/c. I was very upset and had to settle with another bed. Some pieces to the bedroom set i had to purchase the floor model and had to arrange my own pick up. Those pieces i was told to come back anytime within 7 days to have it picked up. I asked if i needed to call ahead i was advised no that they would have it packaged and ready. Two days later i show up with a truck and trailer and Ashley tells me that they didn't packaged the furniture yet and I'd have to come back another time for one of the delievery guys to package it. Thankfully one of the billing ladies was sitting there and said no we never tell people they have to come back another day and told us that it was Ashely's job to make sure it was packaged. So we had to wait but were able to get the floor models then . Ashley was made aware i was moving in on 8/1/18 to my new home. In my area they only deliever on Thursday, so we were all set for delivery for 8/2/18. I was called the weekend prior reminding me of my delivery date. Then i confirmed my delivery on 8/1/18 at noon for delivery on 8/2/18 between 10-1. Ashley Finnigan then called me around 3pm and left a voicemail stating my bed head board got a hole in it while they were preparing for delievery so instead of making two trips to deliver my daughters bed on 8/2 and my bed the following Thursday (as they needed to order a new one). She had decided to just deliever it all the following Thursday. Once i got the message i called her right back i explained that i had already taken off of work and this was extremely disappointing and she told me well it's not my fault. I told her well it certainly isn't my fault. She not once try to resolve anything for me. Today 8/6/18 she called me and told me my bed was in and she would schedule mine and my daughters bed to be delivered on 8/16/18. I said that is almost two weeks away she had told me just on 8/1/18 that i could get it this Thursday. She said Well they are already booked up for this Thursday. I then asked what about my daughters bed that was moved to this Thursday she said actually no i never scheduled it because i was waiting for your bed to come in to make one trip. Seems to me she was trying to make everything easy on her and was not willing to work with me at all. Still no resolution was offered to me for any of this. She just gave me a "not my problem" attitude. I asked to speak with the manager and she said I'm the manager today. I told her i needed to speak with someone over her. She claims to be having someone call me tomorrow. Meanwhile she has already receive her
Commission and myself and my daughter are sleeping on the floor after we have spent almost 3000 on new furniture and broken promises.

We purchased a couch a month ago and requested 8/10 as our delivery date as we close on our new house 8/9. Signed the paperwork and were promised 8/10. On 8/5 I get a call from Gina at the Shakopee, MN store saying she got my email to cancel my order. I never sent an email! She then proceeds to tell me that I never returned her call on 7/31 so she can't schedule delivery for 8/10 that we requested over a month ago! I told Gina and her manager Hector I'm happy to bring in my phone records because I never received a call on 7/31. Of course there's no record of the number called or time of day. Now they expect us to take an extra day off work the following week for delivery because THEY messed up. Not happening. This is terrible service and I expected better. I should've just ordered online but was trying to be nice and get Gina her commission for helping us. Big mistake!

I had a mattress delivered to my home from ashley's furniture in arlington texas on 8/2/18, and after the guy delivered my mattress he sent me a friend request on facebook. It's just my daughter and i in the household and this was very disturbing to me because has my address. Now i'm wondering if he has my phone number too. It's just very unsettling!

I had the most horrendous experience with Ashley Homestore in Hazleton, Pa and their customer service in Northeast Pa at the phone number [protected]. About a year ago I purchased a leather couch and love seat from Ashley furniture in Wilkes Barre, Pa. While purchasing the furniture set, I was talked into buying the 5 year protection plan very heavily which now I regret completely. This extra couple hundred dollar protection plan was a complete scam. Within 4 months of having the couch I noticed the stitching on one of the arm rests were coming undone. I ignored it for a while and eventually gave their customer service a call when it had gotten worse. I had to jump through hoops by sending them picture after picture of the couch which I don't even believe they ever looked at. They finally got back to me and said they decided to have an outside contractor named Jose and Jose only to come to my house and look at the couch. Jose was only available 2 days a week for a couple hours during the day. I made it clear that I worked during the day and would not be taking work off to meet with this Jose. They insisted no other option was available and I am pretty much out of luck. I told them I purchased the extra protection plan that was stated to replace your furniture at no cost for any problems. Ruth Ann at customer service told me that it was only an accidental plan I purchased and it would not cover a manufacturer problem. Ruth Ann then told me that their products at Ashley Home store are made very poorly in a factory line and was probably just stitched up very quickly. When I told Ruth Ann that I was disappointed in that because I paid good money for the couch, Ruth Ann stated "You should be happy we are even gonna replace just the arm for you because you only paid $700 for your couches." I felt offended and insisted to Ruth Ann that I would not be disrespected by her. She told me to take it or leave it that they would take apart my brand new couch and replace the arm rest. I would advise nobody to ever purchase from Ashley Home Store in Northeast Pa EVER!

TERRIBLE DELIVERY SERVICE. We have been waiting for almost 3 months to get our bedroom set delivered. We bought our bedroom set 5/2018, they told us this was people's favorite bedroom set and we will get our delivery until June. Well, they keep rescheduling & the day they finally can deliver is (this Thursday 7/26/18) a day during the week & hrs they can only deliver is 2pm-5pm. Forget that we requested for our furniture to be delivered only a Wednesday or Saturday because we work, but no, they can ONLY deliver Thursday or else we have to wait another week to get delivered on a Wednesday. I spoke with the "manager" and it was not possible for them to work around my schedule...even though i been waiting for almost THREE MONTHS, I have to work around their schedule, & leave my job early so I can FINALLY receive my furniture ... I have to say the sales person that helped us with our furniture was amazing, but sadly the delivery department needs to be replace because they are taking the good experience that other departments offer. I will never buy from Ashley again. But, I wish the warehouse delivery department get reprimand for not taking the customer business seriously & not to try to work with your schedule after you spent $5000 for the company.
Location: Winston salem, nc 27106

I ordered two power leather sofas through Hay Needle, but the sofas are manufactured by Ashley Furniture. I ordered the sofas on June 22, 2018 with an expected delivery date of July 6-13. A couple of days later, I received notification that the sofas were out of stock and there would be a delay. The next day I received a notification that the sofas would be shipped out on July 6, 2018, but the expected arrival date would be July 26, 2018. When I called Hay Needle and spoke to Jasmine, she stated that the manufacturer was Ashley Furniture and Hay Needle had no control over Ashley as to when the product would be shipped.

I called Melissa in Customer Service at Ashley Furniture (corporate office) and she said they have no way of accessing info directly from the consumer and that I would have to ask Hay Needle to contact them. I was then escalated up to Sheila in Consumer Affairs who was a complete [censored] and so bored with the conversation and couldn't/would't provide any other information either. She said if Hay Needle told me July 26, then that's the date I should go by because they can't/won't tell me why it would take 20 days to get from Arcadia, Wisconsin to Las Vegas, Nevada. Sheila wouldn't provide me with the initial of her last name, or her employee number and sounded like a COMPLETE [censored]!

Bottom Line: When you order from an online company, make sure the product IS NOT MANUFACTURED BY ASHLEY FURNITURE because you will be sorry!

Bought my Ashley furniture over 5 years ago.
After 2 years it started cracking and peeling on all 4 pieces. Took pillow to local Ashley and they said they could not help me. I have made numerous attempts to get this rectified to no avail. I get the run around from everyone. I have since has to buy new furniture and stored all the furniture in garage. Until someone listens.

I purchased a living room set from Ashley Furniture on April 21, 2017. The furniture was delivered on May 30, 2017. It is one year and two weeks later and the side of the couch buckled completely. I purchased an extended warranty which I was told would cover anything at all that happens to the furniture for 5 years. When I called to have the couch repaired, I was told that the extended warranty did not cover structural damage of the furniture. They told me to call Ashley direct. Needless to say that the response I got from Ashley was they would give us the name of a repair person that we could pay for out of pocket. So $450 for an extended warranty that covers absolutely nothing. I was given a 5 year payment plan for a piece of furniture that didn't last one year. Ashley customer care was not willing to help, and AMTrust Warranty corp would not assist us at all.

Ordered almost 10, 000 worth of furniture, most of which was supposed "custom". Delivery drivers arrived in the last absolute window of the 3 hour time frame I was set to wait.

First contact, driver complained on a Thursday about how he had already worked 33 hours and about how he was so tired. Loading in process was slow, and consisted of multiple breaks.

Upon inspecting the furniture, freshly unwrapped from truck discovered nicks and chips on edges of most of the pieces. Contacted customer service and was told to wait another 4-6 weeks for replacement pieces. This would leave us with half an nonfunctional bedroom set. Bottom line, refused entire custom order bedroom set.

Service representatives didn't care, nor did the drivers. Actually they seemed to act as if this happened all the time.

After drivers left and began inspecting a $800 chair and autumn, found 3 of 4 legs nicked and scratched. This discovered giant scrape and hole in my ceiling of my bedroom, a smashed out walk-way light, deep tire track ruts in freshly seeded grass along my driveway, small bits of garbage all over my front driveway, and 3 piece of plywood left from the delivery.

Corporate customer service contacted me and pretty much washed their hands of the situation and are forcing us to file claims with the trucking company that they hired. What company with any type of integrity does this? I would have never hired that trucking coming to come on my property. We have had many custom order deliveries to our home with zero problems in the last 3 years. Nor have I ever been told that I need to file a claim for a company.

Company is supposed to be sending replacement legs for chair, but I doubt they will arrive in much better shape.

This experience greatly reinforces some of the red flags I noted during the sale process. #1. Be sure to refuse anything that is damaged #2. Multiple sales reps questioned us when we declined the furniture protection plan. Here is the light bulb moment. This happens a lot and they do not make/stock/ sell quality products and there is really nothing custom about their orders.

The only reason is takes 4-6 weeks is because they ship everything over from overseas.

We are beyond disappointed and had 5 additional rooms to furnish in my home. If we spent almost $10, 000 on one room, what might we have spent on additional rooms.? Company has now potentially lost over $60, 000 from these actions, not to mention the number of people we will personally influence because of this situation.

I have discussed this with their director of corporate customer service and he simply didn't care either. They do not value your business and are inundated with these type of situations.

Bought two sets of bar stools in store. They ordered the wrong height. I called to see what could've done when I realized they did not fit under the counter. They said once it is delivered to your house there is nothing that can be done. I had to refuse delivery. However they delivered the stools when I was not home. They were hours before the scheduled delivery and did not call me to let me know. Months later I am still dealing with customer service who hardly ever call me back. They keep saying it is my fault for excepting them. Terrible customer service.

6 yrs ago on the memorial day sale I purchased 3 couches. My adult son and I live together with no small children. My couches all began to peel at the same time spreading small pieces all over my home. I contacted Ashley warranty dept and was told I cannot be helped because the warranty expired 3 months prior my son myself and my dog have been getting sick, repeatedly and my animal now has been diagnosed with Cancer and going through chemo. The peels end up everywhere. The floor, dining table, in our hair, our clothing, the shower, car, on our company etc. Its not fair for 2 years I've been getting the run around. I'm hung up on, left on hold until the call abruptly ends, told to call back on a specific day to speak with a specific person, when done I'm told they cant help me, I'm told to call another number the list goes on. On a very unsatisfied costumer.

Went to the Ashley Furniture Homestore in Layton Utah on May 26th 2018 for the first day of their Big 3 day Memorial Day sale, to purchase the Hector Reclining Sofa and Love Seat. It claimes reg. price 2649.99 now only 599.99 a savings of 77%. It was on the front page of their add. Hostess at the store asked us what we were looking for and when we told her, she told us they were already sold out, but she could show us other deals that were similar. (one cost 799 and had a chair instead of a loveseat, and one that was 1, 000.00. I feel it was a bait and switch situation. Never in the add did it say there was a limited quantity. I feel they advertised this great deal just to get people in the door with no intention of actually having the product to sell.

On 5/15/18 at approximately 1000 hours, i found a tv stand on the ashley furniture store web sight that could hold my 70" tv that i just purchased. The web sight online advised me that if i was a new customer i am entitled to 10% off a online purchase. I contacted a male representative at the el centro, ca store for more information. He stated "you can come in and see it and he would match the 10% discount". At approximately 1400 hours, my wife and i drove approximately 12 miles to the store to look at it. A female representative met us at the door to help us out. We asked her about the tv stand and advised us that they already sold the floor model. I asked her if she would honor the online 10% new customer discount. She stated"i need to talk to my manager". The manager walked up to us, didn't even introduce himself(maybe because his head was full of himself) and just looked at the computer screen. He finally asked"do you have proof of the 10% discount, i advised him that the company would send it to me within 24 hours. He looked and talked to us like lower class people. I was wearing my bulova watch and my 3 diamond 14k wedding ring as my wife was wearing her wedding ring. I was willing to pay for that stand in cash.(over 500.00). When managers at this store profile people, they need to listen to people more carefully.(my wife and are both college graduates). I advise people to make the drive to yuma, az and look first at furniture row before you purchase any furniture. Tommorow 5/16/18 my home furniture will be delivered from furniture row. The city says, " buy local" i will not buy local ever.