Ashley HomeStore
Reviews and Complaints

I ordered a bedroom set and mattress from ashley mississauga location on Mavis road. They set my delivery for 12 may 2018 . I received delivery confirmation on Friday, I opened my old furniture and garbage whole and cleared my room but delivery never showed up. I reported that to store and they replied aggressively that they don't have any thing to do with delivery, I have to call guest service but they was closed on Sunday . And today on Monday I called guest service they ask me to rebook I stated my condition that me n my family sleeping on floor from Saturday night. But they said they only have Friday to rebook . Me and my family are very disappointed and suffering from this situation because of ashley. I ll never visit Ashley and I ll recommend every body to to waste ur money at ashley. I will consult with lawyer to deal with this situation. Thanks. Regards Jagwinder Grewal [protected]

In Dec 2012, I purchased a set of furniture from Ashley in Toronto. I also purchased $200 extended warranty plan upon salesperson insist with the term of 5 yrs protection. He informed me that if I don't use the warranty, The money will be refunded at the end of the 5 yr term. Whereas I didn't use the warranty, I referred to the store in Jan 2018 for refund however, they started playing and passed me to different departments, the initial company (Avantage) and... yesterday, they eventually told me that I'm able to use that $200 in case of purchase of $500 from one of Ashley stores!
They appreciate there is NO clause indicating this decision. They apologized about the salesperson who forgot to tell me this condition. I couldn't find any place to escalate the case and getting desperate now and my wife advised me to forget that $200, as donating to some greedy thieves. Ashley is not trustful. They're not loyal to their black and white agreement. This was my experience and pass it to every one not to take another victim.

I bought a damask dark brown leather furniture set. I hate it! I paid almost 5000 dollars for it. Its a beautiful set but not user friendly. I bought it in october, No one even sits on it because its either too hot or too cold. Ive tried putting covers on it everything slides off. My kids wont sit on it. When I lay to on my side on the couch it hurts my legs. The area where the two recliners come together hurt my legs when Im lying on my side and leave indentations in my legs. When I sit on the couch my legs dangle and it hurts the back of my legs. No one explained to me that leather was like that. I feel we did not get very good service it was all about making the 5000 dollars. I am so dissapointed I asked to even trade for a lesser value set and they will not bend. I hate ashley furniture im now stuck with a set that no one likes or will sit on in my living room they are horrible to rip people off like that. All I asked for was a lesser value set so my kids would have somewhere to sit. I feel I got ripped off on this set of furniture. All I want is comfortable furniture in my home!

On March 25, 2016 I purchased a glider recliner for $462.23 (including taxes). In June 2016 Ashley's replaced a part underneath the glider. At the time of purchase I did not purchase the extended warranty. A few months ago I went to my local Ashley's store to make a complaint regarding the fabric on the arms of the glider wearing down. They suggested I contact the repair store and have them come and look at it. I did call. It was going to cost $80.00 for the service call. Have no idea what it would cost to replace the fabric or the gliders arms. I decided not to follow through. Now the glider is making squeaking noises and there is a black substances coming from the bottom of the glider. If you check your records you will find that I have purchased other items from Ashley's and have been faithful and paying customer. I would appreciate any assistances you can give regarding this matter. At this time I am a very dissatisfied customer.

I purchased Furniture 8 months ago and when it was delivered it was damaged, they have made three attempts to deliver the corrected merchandise and they failed all three times, merchandise was still damaged, and they also made two attempts and came to my home after 9:30 in the evening which I did not answer the door. I have made over a hundred and twenty phone calls and several emails trying to get my issue resolved, the only thing they will do is keep redelivering damaged merchandise to my home. I have taken off several days of work to have the furniture delivered correctly and I don't feel that I should have to keep doing this. I have asked that they just come pick up the merchandise since they can't get the correct merchandise delivered to me and they refuse to. I have called the store over 35 times to speak to the store manager, they are never available or they are out for the day. I have asked 15 times for the store manager to call me back and not once have I received a phone call, it is the same thing if I go to speak to supervisor, the supervisor is always on lunch. I am not sure why I'm getting such a run around when the solution is very easy, come take the merchandise back or credit me for the damage merchandise.

Hi

My name is Varun Jain. Unfortunately I was a recent customer at Ashley's furniture.

This is with regards to my order for furniture that I purchased from Ashley furniture on E Mayo Blvd in North Phoenix. Order placed on 1/28/18, Order number [protected].

The overall experience of going through this order and its delivery has been the absolute worst experience I have had in a long time. My wife and I spend an unimaginable amount of time trying to troubleshoot this order at various points.

To begin with, the day we placed the order, we spent almost the entire day picking furniture, which was based on information provided by the sales person- Erik Johnson. There was a lot of "leading on" and falsifying information and deliberate misappropriation of facts and offers to make us keep picking furniture, based on false promises.

I am a surgery resident and my wife is a human resources person at a corporate, both with busy schedules, therefore needed to pick furniture prior to moving in to our new house.

"EJ" figured that out and kept making promises which he was unable to deliver, and never had any intention to deliver in the first place.

1. Regarding financing, we were promised a 0 % interest financing for 60 months for the entire amount. That eventually never happened. It was only a portion of the bill and that too for 24 months.

2. A living room set we selected was outrageously marked up / inflated (to allow a 50 % discount). I found a cheaper price at another online site which the store refused to acknowledge and match and simply gave excuses.

3. The worst was- a bedroom set we selected, costing $3000, with 50% off, totaling $1500, was displayed with both, a dresser and a chest of drawers. This was never mentioned while he was selling us stuff. At billing when it came up, it seemed overpriced at that point, which I discussed with EJ, contemplating cancelling that and looking elsewhere. To this, he discretely ( acting sneaky and falsely favoring), said he could add that on to the order, no problem. However, behaved secretive and said, " I can't add it right now as my manager (Dan) is around, but when he goes back I will add it on to the order". When we were getting it billed, I reminded him about what we spoke about, and he then passed it off by saying, he would add it at the back end and send me a screenshot/provide a print out the next day. The next day my wife and I called back and when there were weird responses, I went to the store. There I was told he would be unable to provide that, but still tried to assure me it had been added. Next day I called again and insisted on wanting something in writing to reflect the order, to which he again refused. At that point I was annoyed because I knew I was being taken for a ride and just needed that accepted. I asked him, if the order arrived and the item was not there, what would my option be ( since I did not have anything in writing). To that his cheeky response was, " well, you could come back and I can give it to you at 50 % off, which is basically the regular price for anyone walking in"...These all being unacceptable responses, as a result of false promises. When I called him out on that, he became hostile and started saying things like, " i was trying to help you and do you a favor, but now I don't feel like doing that".

4. Another thing that happened when we had gone back to finalize the bill and make the payment, he offered to add on a plate set and table mats with the order, but again was not willing to provide anything in writing, and simply stated that it will be shipped to you separately. This again was something I knew, was being out rightly falsified to my face.

At this point I was exhausted, since we had spent an incredible amount of time on the weekend which is the only time we had for all this, and knew that I would not be able to take care of this during the week. We just wanted to get this over with so decided not to argue, just pay what was being asked and get whatever we could at their mercy.

5. The ordeal did not end there. The delivery took multiple attempts, because part of the order was not delivered initially. In addition, wrong products were delivered. The next date for delivery, again, a wrong part was delivered, as a result of which the bed was never assembled because the footboard was not delivered. The bed remained dismantled for the next 3 weeks, needing us to sleep on the mattress.

Repeated phone calls to the store in this regard was met with minimum help or sympathy.

I just did not want to bring up the ordeal with the salesperson till the entire order had been received.

I am bringing this all to your attention in detail now, because I need this to be looked at, because this sort of harassment and dishonest is unacceptable especially in the sales business. It is almost criminal, akin to fraud.

I have read other customers reviews and have read similar incidents. I would like to believe this is not a tag associated with the Ashley brand, but I do need action to be taken, else things like will this continue and salespersons will keep engaging in these sort of practices because they know they can.

I will wait for a response, failing which I will be forced to escalate this matter.

Sincerely

Shame on Ashley Furniture! DuraBllend"sofa and loveseat PEELING.

An Ashley Furniture"Dura blend"sofa and loveseat were purchased for me as a gift by a family friend. Dura blend is, allegedly, a combination of real leather and faux leather. It wasn't long before there was some minor peeling on both pieces which escalated into extreme peeling. This should NOT be happening within a few years of minor use. Both pieces are peeling in places that are never even touched! It need not be used - it shreds itself. The quality of the material (DuraBlend) is cheap!

Every day, all day, with chronic back pain, I pick up pieces of the sofa and loveseat. I find pieces on my clothing and in the shower... everywhere! I weigh 98 pounds and have no pets. The sofa and loveseat continue to peel and come apart. There is no excuse for such poor quality.

On the DuraBlend information card the first descriptive word is - durable! That word should have a question mark following it. (Durable?)... Another descriptive phrase on the card is"sophisticated look and feel."Please see the photos. Does that say sophistication? It should say -"Belongs in dumpster."Sophistication? I am embarrassed to invite people into my home. When I do, they always leave with pieces of the sofa and loveseat attached to their clothing. A souvenir of"sophistication."

Stated on the tag is -"Made by Ashley furniture Industries, Inc."Well Ashley, I need a replacement sofa and loveseat of a similar color and shape - but pieces that will not peel that are actually durable and sophisticated in look and feel.

Signed,
Sick of looking at shredded furniture claiming to be"durable."

Electrical recliner sofas I bought this sofas in 2015 after a couple months they start peeling I go back to the store with pictures after they saw them they told me to send them three pictures of the sofas they were nice and they told me that they want to help, this store is located in North Brunswick New Jersey on route one after that they give me another contact from some lady saddle which I was calling her and emailing her for a couple months finally on the end she respond and she give me another contact email and phone number she said to me that I can ask for Joe and he's going to repair my sofa I don't know where they're located but I'm gonna give you the phone number [protected] and email [protected]@ashlyHs.com just to let you know that this guy was lying to me for seven months he was saying send me the picture and then he was going to lose the picture when I call back he told me to send them again and again and that was going on and on into thousand 17 before Christmas time she told me finally did he order the material, and you don't call him again because he's gonna call me back when the material is there and he's going to come to fix the sofa now it's March 2018 and he call me and he told me to send pictures again because he didn't even remember what he was lying to me so I send the pictures again and after two days he call me back he said that they discontinue this product and he cannot help me three years They were wasting my time and lying to me now I'm going to call Better Business Bureau and I suggest you everybody who has a problem to call there to

We purchased a Living room set from Ashley Furniture in July or August of 2013.
It has started peeling over the last few months and I have researched the internet and found that Ashley is aware of the defect in workmanship. I have never had a living room set peel like this and not last. It has been well documented that Ashley built an inferior product and needs to take responsibility for their poor product

We purchased a bedroom set from the Ashley Furniture Homestore in Shiloh, IL on Greenmount Rd on 1/19/18, which upon delivery on 2/1/18, was damaged. We schedule a time for Ashley to come out and exchange the damaged footboard, and were given a 3 hour time window on Saturday (2/10/18). No one showed up and no one called to say they were running behind. My husband called the store in Shiloh, IL and spoke to the manager Jim, who said there was nothing he could do, it happens, and to call the Customer Care Team. My husband did this and was told, nothing could be done until Monday (2/12) and someone would call that day to schedule a new appointment. Instead, my husband received an automated call on Monday, requesting that he confirm the appointment time that has been scheduled for Tues (2/13), when we would both be at work. My husband again called the Customer Care Team, and spoke with a an individual who could not explain how the appointment was made and when he asked for a refund or compensation was told no. When he asked for a manager's info, he was told he would not be given the information. I reached out to Ashley via their chat service on the website on Monday. I messaged with Alissa, who after hearing our issues, provided me with a number to Corporate. She then said, she could not assist me when I told her I wanted to actually talk to someone who would help me, and then said she was terminating the chat to assist other customers. I called the Corporate number she provided when I got home from work and after sitting on hold for about 30 minutes, was told that they could not locate my account information, and I would have to be transferred to my local Customer Care Team to have the issues resolved, this is the same Customer Care Team/Line that did not assist my husband. I spoke with an individual, and explained the situation. I informed the agent that Ashley clearly is unable to provide an exchange, therefore, I would keep the damaged footboard and would like the cost of the footboard to be refunded. Again after being placed on hold numerous times, I was told I would not be refunded the cost of the footboard, and if I did not want to exchange the footboard, I would only be given a 10% discount off of the cost of the footboard, which is $24. I told her this was unacceptable and ultimately gave in to scheduling another appointment. She assured me the Tues (2/13) appt. was cancelled and that a new appointment was made for Wed (2/14). She told me I would receive a call 24hrs out giving me a timeframe for the delivery on 2/14. On 2/13, my husband received a phone call from the delivery team stating they were on their way. He told them that was supposed to be cancelled and no one is available for the exchange. The delivery men said they were not notified of the cancellation. After my husband told me this, I called the Customer Care Team and requested to speak with a manager immediately. After sitting on hold for close to 30 minutes I was connected to Shawntez. He told me there was nothing that could be done, the appointment on Wednesday could not be met, and the only recourse I had was to schedule another exchange appointment and see what will happen. He became rude and attempted to talk over me several times. He told me I would not receive any compensation for the issues and I would not receive a refund for the cost of the footboard in lieu of exchanging it. When I asked for his manager's info he told me his manager only gives out that info at his discretion. I said then contact him now and tell him the situation because I want to speak with someone else. He told me no, he will not get that info and would not allow me to speak with anyone else. I disconnected with him after telling him I would be filing a complaint with the Better Business Bureau. I then contacted the local store, and coincidentally spoke with Jim, the same manager that told my husband there was nothing he could do. After telling him I wanted to speak with someone over him or someone in charge of the Customer Care Team, he finally said he would make some phone calls. I asked him during the course of the conversation what the return policy was because I was considering returning the bedroom set, to which he responded that because it has been in my home, it could not be returned. Jim made some calls and called me back to tell me I would receive a phone call from someone within the hour. After 2 hours of waiting, I called Jim back to tell him no one had called. He said he would make some more calls and a short time later, I received a call from a woman with the Customer Care team, who actually provided assisted my needs and provided a satisfactory resolution. She was able to provide a partial refund for the delivery and also scheduled an appointment that was convenient for us. She called back today, to confirm the delivery date and said we would receive another call regarding the specific time frame for delivery of the new footboard on Friday (2/16). In addition, we decided to cancel the $500 protection plan we purchased at the time we bought the furniture, because the paperwork we received stated we had the right to cancel this plan for any reason within the first 30 days. We knew the terms of the plan, that if we didn't make any claims in 5 years, we would have a $500 store credit to use, and we have decided never to purchase from Ashley again. After contacting the number on the back of the protection plan we were directed to call the store. My husband again, had to speak with Jim, who said we could not cancel the protection plan because we received 60 months financing. My husband told him that no one said at the time of the purchase that the 60 months financing was contingent on us purchasing the $500 protection plan and further, the paperwork says we can cancel. Jim stated, well you have to come in the store then, and you can only receive 12 months financing. My husband said fine, went to the store, cancelled the plan and the financing was changed from 60 months to 12 months. I am astounded at the lack of customer service, especially because while I sat on hold multiple times, I listened to the same recording stating how much Ashley values their customers, and how grateful they are to the customers who accept their furniture in to their homes. Nothing could be further from the truth, after what we went through. Ashley only cares about making sales, and once the sale is made, the customer no longer matters. I will never purchase anything from Ashley again, and I will strongly discourage everyone I know from making the biggest mistake of their lives by shopping at Ashley. Potential buyers beware, the Customer Care Team is not interested in providing customer care, they apparently have the authority to refuse to assist customers and to refuse to provide their superiors' information when they are rude and not performing their jobs.

We purchased our very first furniture set for our first home! Black leather couches, tables etc. 10/2/2012. No issues until about 8 months ago when started to notice the top of one of the couches pealing. Do not understand as they are hardly even used... and never even touch the TOPS! We spent more than $4500 here at Ashley in one day! Only bought leather because We did not want something that was not going to last! What a ripoff. Called and got the runaround to just gave up. Will never recommend or ever purchase from them again.

I'm writing this email out of extreme frustration and I'm feeling so helpless and regret the decision of buying the sofa from this store.

I bought a 2500$ worth sofa and love seat and within an year the leather came off.. I've been trying to get the leather replaced since 4 months now and it just takes forever

It's been 4 months now and I still have not been able to get my problem rectified. I called probably more than 10 times in the last month or so and every time I get one answer: "Our systems are going through an upgrade and we cannot do anything as of now."

- First, they accept that it is a manufacturing problem and that you will get my leather replaced.
- Even after confirming my address on the phone, the leather was sent to my old address.
- It takes another week or two to get leather delivered to my new address.
- It takes one more month for the technician to arrive, only to tell me that the leather does NOT fit my sofa
- Since then I've been trying to call you almost every week and no one seems to take responsibility.
- And to add to all this frustration, last time I called, customer support manager tells me that I might not even be covered .If I was not covered, why was'nt this not communicated to me ealier and why did they waste my time sending the leather?

I'm extremely disappointed with the service and would not recommend Ashleys to anyone I know.

I purchased 6 upholstered dining room chairs in Sept 2016. A few weeks ago I noticed a crack on the wood piece which connects the front & back legs. I was talked into purchasing the Protection Plan. I phoned them and was advised that this was not covered since it was structural. I contacted the Ashley furniture store in Poughkeepsie, NY where I purchased these chairs. The 2 salesmen that had helped me with this purchase are no longer employed there. I told them about my chair and was advised that since they were over a year old, they were no longer covered under the warranty. I mentioned that these chairs are only used about 6 times a year since they are dining room chairs and only used for Holiday dinners with my family. I cannot believe that after only 15 months the chair would actually crack. I explained that I was dissatisfied with their response and was then called back to say that they would send the wooden piece for my husband to replace. We received the package yesterday and it contained 2 front legs, not the wood piece that would connect the front & back legs. I called Ashley today and was referred to Customer Service. I spent most of my day today speaking to many representatives from Ashley. Bottom line is that they said they cannot get the correct piece that is needed. I would have to either purchase the chair again @ a discounted price (not much of a discount) or pay for a technician to come and fix it. I told them again this was unacceptable. I have furniture over 40 years old and have never had any of it crack! I asked them if I were to order a new chair, then somehow the manufacturer must have the part that I need or he would not be able to replace it. I was told they could do nothing more for me. Also I was told the manufacturer is from South Carolina. Well the pieces on my chair say "Made in China". This was my first time I ever purchased furniture from Ashley and it will be the last time. I have 5 other chairs and am I too be concerned that these may crack as well. Since they said they could not locate the part that I need, I asked if they would cover the cost of the technician to fix the chair and I was told NO! This is absolutely outrageous. I cannot believe that a supposedly reputable company as you claim to be will not go the extra mile and help out a customer. I have learned a hard lesson. In the past I have always bought furniture from Raymore & Flanagan and I will again return to them. I will never recommend your store and will tell my story to all friends & family. This is outrageous. How can a company sell furniture and
then after 1 year not be responsible. A horrible company that should be more responsible. I wanted to get in touch with the CEO but was told they could not give me this information. I hope this letter gets to the top of the company so that no one else has to go through the aggravation that I have had these past few weeks dealing with your company and getting no satisfaction at all. I would also appreciate a response to this complaint.
Pat Whalen
[protected]
27 Tamarack Hill Dr.
Poughkeepsie, NY 12603
[protected]@verizon.ent

I would never buy furniture from Ashley again and I will tell anyone looking for furniture to go elsewhere. Full L shaped sofa with ottoman, reddish brown leather, peeling with in a year and does not take touch up paint.

We don't have a lot of money to spend on furniture and this was a big deal for us. The salesman was annoying and deceptive in his description...we should have looked elsewhere but believed what he said about the quality.
The cushions are flattening pretty badly too...we are not overweight people and there's just the two of us. Feel very taken by this company.

You should be out of business

I bought 2 leather couches back in January 4. First they were delivered late instead of January 28 back in February.

Early Sept i noticed one started to peel off. I called accidental protection and they said they do not cover. Why did I spend $239.99 for warranty i cannot use? So I had to call MANY MANY times to get Ashley Customer service to honor 1 year warranty from factory so they can send me a part that needs to be replaced by the tech, when they send a part it was damaged. I had to call again and email again pictures to get them to send me a good part. While they ship that part to me many other parts start to peel off. I asked them after sending more pictures to replace the whole thing. After they agreed and tried to replace couch, instead of delivering brand new couch they brought me USED abused one, that had excessive wear, stains, leg wear, scratches and so on. So when the delivery happened not only it was damaged, when delivery people brought it to my house they were removing parts from our couch and moving it to this USED couch. This was done in front of the customer. Also I have all this on VIDEO.
I kept complaining and they FINALLY gave a store credit to re select something else. Well i bought a set. I was given a run around and they didn't want to replace the second couch. Well as I was talking to them i noticed the second couch was peeling like the first one. FINALLY they agreed to give me store credit for both. They were not going to give me $ for delivery or warranty. If this is a STORE/Manufacturer issue I have a right to get 100% money back in this situation and not to re select anything cause I do not trust this company at ALL. I filed a Credit card dispute and Will file a Legal Action since they do not stand behind warranty, products and have HORRIBLE customer service skills.

We purchased this and a warranty for 5 years. I noticed tearing on a cushion and filed a warranty claim. After many phone calls I finally found it we were denied a repair or replacement. It is under [protected]. We did not want a new sofa or monies, just a new cushion. We didn't even know it was not leather and found out it was pleather which we never heard of. When we asked why we weren't told the manager of that store said they don't have to tell you. We would never have bought it if we know it was not leather. Since we have been denied any satisfaction my husband who is 86 and has Alzimers disease and myself 78 and in a wheel chair intend to go there to the University store on the next sale day or before and sit outside with the cushion and tell people what they have done. Also we have a web site called NextDoor in Charlotte, NC which have a following of 14, 078 people right now. We already on the site and lo and behold so many complaints on the store. One couple is coming to my home to help me fight you and another has given me the name of a news person on the Charlotte Observer to contact which I will. Shame on this store for treating the elderly this way and lying to us.

Ordered Leather and solid wood Couch and Loveseat, The day it was delivered the guys hit my Door and damaged it, The next Day the leg fell off the couch and the staples showed thru the back of the Vinyl couch! I spent 5000 Dollars on Living room set and Patio Furniture and was assured it was made to what I ordered. # weeks later they finally picked up the Trash they call Living room Furniture and kept 775.00 out of my cash Payment to restock? Really maybe if they didn't restock the junk back into the store and actually made GOOD furniture that they charge for they wouldn't have so many Complaints and Law suits! See ya in Court!

One of my dining room chairs broke when I sat down in it and in August I called to have it fixed with my protection plan/warranty. After many calls to them as they never called back, I was finally told the 'part' (even though the entire chair was broken so I did not understand what 'part' they were going to send me to magically fix the chair) would be shipping...in October! Finally, three weeks after their original October date, the part arrived and I then had to wait even longer to schedule a technician to come fix the chair. They did not allow me to pick a time frame so when the guy showed up, he showed up...and somehow managed to make the chair even worse. When I put in a complaint and asked to simply exchange the terrible chair for a new one at a local store, (after a week later and no returned phone calls), I was told the request was denied by 'management'. I am now waiting for another 'part' which comes next week and then a new technician which comes the following week to try to fix the chair again. This has been a complete circus and never ever again will I shop at Ashley until they can assure me they will be fixing this problem of mine and fixing is SOON!

I purchase over $10k worth of furniture in cash! Which also included $500 for the 5 year montage warranty plan. The purchase was made on september 13, 2017. It has been over a month and I have not received my warranty plan. I called on three different dates and was told "it's in the mail"! I called today and mentioned that I talked with someone on the 19th and requested that they not only send me a copy via e-mail, but also make sure to send the original warranty in the mail. I was told I should have the e-mail within an hour and the warranty was going out the same day. Today is october 23rd and I called again and this time told that it was placed in the mail today and that the e-mail is going out today and I should have it by the end of the day. From this point on... I will never purchase any furniture again from ashley furniture and in the future... If I make any other furniture purchases and the company offers montage warranties... I will walk out of the store. I still never received copies of the montage warranty for a couch I purchased 3 years ago from ashley furniture. This is the main reason I have been on this company about receiving the actual warranty after spending 10k cash. This has been very disappointing and to see the number of complaints that the warranty company has... My next step is contacting better business bureau then social media. I must make sure that our young people spending their hard earn money learn quick about getting ripped off. Please make sure that you get what you pay for. It's all a racket these days. #customerstillwaiting

We have had our furniture for 3years and we bought extended warranty it is peeling or fading anyway I have sent serial numbers in and pictures but a couple pieces I couldn't find the serial numbers they discontinued the one like we got in June they said they would replace a couple of pieces but it would be a different color it sure is a eyesore in a practically new house sure you wouldn't want 2 different color doors on your car for example