Ashley HomeStore
Reviews and Complaints

If you can’t beat a competitor’s price, then be honest and let the customer know. Don’t say you can, then screw them by giving them lesser value items. Ashley furniture will never get my business again.

Long story: on september 9, 2017, I went furniture shopping for bedroom and dining room sets. I am near charlotte, nc, and went to furniture row, then ashley, then rooms to go. When I went to ashley, I didn’t see anything I liked, but spoke to a salesman named jamar about a new mattress set. Jamar was very professional and even though I saw nothing I liked in the store, I told him I may come back for the mattress set and that I would call him before I purchased in another store in case he could give me a better deal. I ended up purchasing at rooms to go and obtained an estimate for a split king sized mattress and adjustable base, king pillows, cooling mattress covers and cooling pillow cases. Even though it would be easier to purchase everything as rtg, I told the rtg salesman that I am going to give the other salesman at ashley a chance to earn my business if he can give me a better deal on a comparable mattress set. I was spending more than $10k and wanted to “share” the business with another salesperson. Boy! Was that a mistake! I called jamar and told him about the estimate I received and said that if he can beat it, I would come back to ashley to purchase. He said to come back and they will be sure to beat it. When I arrived, I was met by his manager (Whose name I can’t remember, so I will refer to him as jmgr) who said jamar was with another customer and that he would assist me. The rtg estimate I showed him was for around $3800. The first estimate he gave me was over $4000 and didn’t include the cooling pillow covers. So how is this a better deal? I explained that I want a comparable deal for less and that if he cannot give me a better deal, then I will call rtg and tell them to go ahead and process the estimate. Jmgr asked me what I wanted and I said $3500 with everything, including the cooling pillow cases you excluded, and he said he would work it out. This is only $300 or 10% less than what I was already quoted by the other store. You’d think it wouldn’t be so hard. He came back with an estimate of $3620 and said that it also includes a warranty ($99) which was not in the other estimate, and I said ok. I quickly reviewed that all items were on the purchase order, then signed it and was happy with my purchase. Jamar bagged the pillows and cover items and brought them to my car and thanked me for my business. The items arrived on september 29th (The day after I moved in) and I opened the ashley bags and put the pillow cases on the pillows. That evening as I laid on the pillow, I didn’t notice any “cooling” feature. The next day I looked carefully at the pillow covers and realized the package did not say they were cooling pillowcases. Not only that, I realized the pillows were queen/jumbo size and not king size. I called the store and spoke with jamar and emailed him copies of the packages. He said they were the cooling ones, but I beg to differ since they didn’t provide the cooling I expected. He eventually emailed me asking to stop in the store, and I was able to return to the store on october 15th and brought the items with me. When I got there, he asked me to speak to a manager. When he led me to the manager, the first thing she said to me was that the items I purchased were final sale and they don’t give refunds. Now i’m wondering why I am here. Why did I waste an hour driving here for someone to tell me they would not replace the items or refund me? I told her the story about how I ended up with these items and that I felt I was screwed since I did not receive the items I expected. Jamar tried to explain that I did receive the items, but he was absolutely wrong, since they were not comparable items to the rtg estimate. Ashley did have cool-touch mattress covers, but gave me the cheaper ones without telling me since they were trying to give me the price I wanted. He also said that the queen/jumbo pillows are the same as the king sized one. If this is true, then why are these pillows drowning in my king pillow cases? Even the fake cooling covers are too big for this queen sized pillow. Bottom line: if they couldn’t give me the comparable items at a lower price, then they should have let me know so that I could decide if I want items of lesser value instead of leading me to believe that they gave me a good deal. This is proof that no good deed goes unpunished. Don’t trust these salesmen! Or this store!

A resolution would be to refund me (Order #[protected]) what I paid for the pillows and the pillow and mattress covers so that I can go purchase the ones at rooms to go.

Dawn - a pissed off customer

To whom it may concern,
I went three weeks ago to Ashley's furniture store in Youngstown Ohio . I had purchased one bedroom, one living room and a dining room, so basically my whole apartment. I had a terrible new sales lady, and had to spend 6hours at the store in order for her to make that correct order, only multiple mistakes happened:
- Typed in the wrong address and messed up my credit score because of it
- Made me apply to two financing company which lowered my credit score even more.
- Spent literally 7hours at Ashley's furniture place on my only week day off.
- Despite all that, I came back t Ashleys to add a mattress and a night stand added to my plan, that took another 4hours on my day off because the same new sales lady wasn't trained about the mattress and the manager kept leaving her alone with an order she doesn't know how to put in. The district manager said he was going to send me a 100$ gift certificate for all this trouble, which of course I never received.
- When I received the furniture order confirmation, turns out she had forgot to put in a table set that was offered with the living room. Called to make sure they add that, the manager said she can't 'magically' create the table for me, and that it was my fault I didn't check the order with the sales lady before I leave. The manager gave me a different price on the whole living room then the one that was offered when I was there, stating that I was the one who misunderstood the offer, and basically calling me a liar. Manager added the tables for me for an extra 216$ and said she can't deliver it until the following week The Tv stand was ruined and they only called me the day before to tell me about that and to reschedule its delivery. All of that knowing that i'm a physician that works at a hospital and had to take a day off to be able to receive the furniture. Despite all of that, I agreed to have the Tv stand and the tables delivered the following week only if they can be delivered on the same day at the same time because I can't leave work whenever they want me to. So the manager had agreed and assured me I will be receiving both orders the same day.
- The following week, I only got the Tv stand delivered. I called and they told me the tables are coming in on a different truck in an hour so I had to ask for another extra hour off my job to receive it. An hour and a half later, I call asking about it and I was told it was shipped for the wrong address and therefore the order was canceled, without anyone bothering to call me about it. I asked to speak for that same manager who said she has already spoken to me before and she's busy to talk to me about it now.
In resume, I had the most terrible and inconvenient experience with this company, I was insulted and mistreated and I hadn't received not even a verbal apology about all the mistakes they did.

I bought this in June, the wing nut that attaches the lamp to table broke, it is metal. You can't replace it because the plug prevents you from putting a new one on it, I took it back and talked to manager, but he refused to do anything about it, I have spent at least 3000 dollars on furniture, and this table was 100$, it lasted two months. I am writing, because I think this is unacceptable.

My last is Lopez and a few days I went in with my 18yr old daughter and a Frank Sandoval aproched us at first he didn't seem to be too interested in what I was saying he kept looking back a the customer service gal named Holly who stands at the entrance whi did not greet us to begin with...when I asked if there was someone else that could help us he apologized and foucs only to filrt with my daughter 30min into the purchase..I went in the following day and again Mr. Sandoval standing and the front desk with Holly it looked like he gave her a kiss as I walked in! I thought to my self OK maybe that's his wife he had mention he was married the day before and he had an 18yr old where I thought it was bazar since he was firlting with mine! And Monday 24 of July I went to with a friend who needed to buy a living room set . again Frank and Holly at the front didn't greet us they were soo wrap up on their sex from the other night that they didn't even notice us standing there I had had enough I thought this was a furniture store not high school! I asked Holly what her last name was so that I can speak to a manager on their Actions which only triggered her she started yelling saying I was just jeouls and old! I left the store embraced called and spoke a Albert Morales who claimed to be the store manager who didn't say anything just gave me a fake 1800 number to the main store so he said! I have never experienced anything like this and I have been a customer of Ashley's for 10yrs my family and most of our friends only go to Ashley's I am disgusted and won't be shopping there in fact going to cancel my recent pursheses.

I purchased a set of Faux Leather furniture for my family room. We only had the furniture for a short time before it started to peel. The whole set has completely fallen apart as far as the leather on the cushions, arms, and back of the pieces. I actually threw the sofa in the dump because it was so bad and the pieces of leather were flaking all over the carpet and causing such a mess. Nobody wants to sit on that!
Needless to say I am going to have to buy new furniture to replace this. I won't be shopping at Ashley Furniture again. I never thought that replacement would be an option or had any hope of getting a refund because I didn't buy the extended warranty but I don't think that this product should be sold at all to the unsuspecting customers who work very hard for their money and are certainly being taken advantage of.

Purchased a B376-92 (nightstand) in December of 2016. It is sitting in the exact same spot it was placed in during the delivery. The item has never been moved. While cleaning that spare bedroom I noticed an issue. It looks as though the nightstand is pulling away from the base. I called the store where I purchased ans was later called back by a member of their service team. I was asked to send in pictures which I did. I was then told no repairs could be made. I assumed that meant they were going to replace it as I am still under warranty. I waitied a few day, then called the store to inquire. I was transferred over to the service dept and was told that absolutely nothing would be done. No repairs or replacement. I asked why not since it is still warrantied and all they said was since it wasn't delivered damaged they could not replace? This is not a delivery damage issue, rather a manufactures defect. Apparently the 1 yr warranty means nothinh.

We purchased a living room set back in April 2008 in the Plano TX store. The sales person told us it was real leather furniture except for the backs and sides of the sofa, love seat and chair, which is what sold us on the items. When the items arrived at our home, we noticed the smell of the products were not of leather, but of polyester or other synthetic materials. The sales person number on the contract is JS22080. I know we should have complained about the misleading of the sales person, but we decided to accept the product. Now many years later, we regret it. The product material is falling apart by itself. Yes its 8 year old, but material should not do what its doing. The material is pealing off. And the furniture is in our media room, which is barely used. There have been numerous consumers taken by this same issue and Ashley Furniture is not refunding or crediting the consumer. More info at http://www.nbcdfw.com/news/local/Peeling-Furniture-Mansfield-Couple-Says-National-Issue-is-Here-in-North-Texas-399095431.html

We recently purchased a mattress and floor model bed (the Wesley King Poster bed) with a dresser and night stand. Where we got these for a good price, we didn't encounter any issues until after pick-up. We were told because it was a floor model, they would not do delivery; we had to come pick up the bed, dresser and night stand - which was all well and good, we complied. Once we got home and were ready to put everything together, upon unwrapping everything, we realized we were missing all the nuts/bolts to put our bed together. Upon further inspection, we discovered we were also missing the screws to mount the mirror to our dresser and the knob to the front of our night stand was missing. Another issue is they did not pack all the right slats and slat legs. They actually packed a slat board that wasn't even a king size - it was meant for a full size bed and did not match any of the other equipment - so they gave us part of someone else's order. After calling into the Ashley store (Catonsville, MD), they said they could not help us over the phone and to physically come in. We came in the next day and they informed us they would have to order all the hardware which would take 1-2 weeks. We received the other equipment within a week fortunately, however the hardware is still incomplete..so here we are 3 weeks into our order with no bed. Delivery day for our mattress comes. The driver shows up and pulls in a mattress that we didn't order. We ordered a very expensive pillow top mattress and the one they had wasn't a pillow top. Come to find, they delivered our bed to the wrong person. They have to go get it from the person they delivered it to, take it back to Ashley Furniture to be rescanned and a have a new one shipped. We call the Ashley store and get hung up on 4 times. They did not give a lead time as to when our mattress will arrive. They did not expedite the order, they just said "we're sorry." No one has taken accountability or tried to ammend the multiple mistakes that they have made. WE DO NOT HAVE A BED TO SLEEP ON. They were quick and fast to make the sell and take our money, but after we paid, it seems they could care less. We purchased a couch from Value City and not only did we receive our order within days, everything we ordered was there the first time, their customer service was friendly and helpful and we had no issues. Ashley Furniture could learn from Value City. This has been the most miserable experience I have ever had with a company.

My dad and I went into Ashley Homestore located on 11521 Bluegrass Parkway Louisville, KY 40299. We spent approximately two hours in this store. I asked my dad if anyone has asked him if he needed assistance. He replied, " yes, a black lady asked if I needed assistance." I seen the exact same lady, she was walking fast, always had something in her hands, seemed very busy or maybe helping someone else. I don't even think she was a sales associate. There were 4 sales associates standing/sitting in the middle of store Catherine, Joy, Dino, and Bruce talking amongst each other the entire time. Joy and Bruce would occasionally pass us and still didn't ask if we needed assistance. I made eye contact with all of them several times and they just stared. We eventually asked Dino if he could help us. His response was, "sure I'll be glad to help you. Has anyone asked you if you needed help?" Really?!?!?!?! We just left the store. It's very sad that people act the way they do. This is their profession and they don't even enjoy it. I mean that's what is says on your business card, Sales Professional. Why are you there? There is no way you love your job! I couldn't believe how they treated us. It's not right and very unfair.

My wife and I bought the protection plan for a leather sectional and a chair and a half that was supposed to last for 4 years. The leather started to separate from the chair, but we were told it wouldn't be covered because the separation had "accumulated". I had to call 5 times to get this answer, and they will also not cover a tear in the fabric of our sectional. I can only assume the "protection plan" is a complete scam and will not make the same mistake again.

If you think Freddy Krueger was a nightmare, try purchasing from Ashely Furniture Home Store. You will think Freddy Krueger is a Disney movie in my opinion. Your furniture if you are lucky will arrive fully stuffed and made like what you saw in the store. Turn it over in the store and see how it is made, loose threads everywhere, made with cheap particle board, and also very little stuffing so you will hurt yourself on the wood rather than enjoying the comfort of the furniture. Then if it does not arrive made correctly they will offer to repair it in your home, not their factory. Then they show up and never do any work, just waste your time and you still have defective furniture. Buyer Beware - You will be sorry if you purchase from Ashely Furniture Home Store in my opinion.

Worst experience ever. In my opinion if you purchase from this store or company you will be sorry. All three pieces of furniture have to be fixed. Refused to honor their agreement. Have wasted my time and with the amount of aggravation probably have shortened my life. One piece had large gaps not stitched all the way, all pieces had loose threads all over, other piece you could put your hand into, lumpy, bumpy, and poorly made. The recliner you hit wood if you sat in it, arms were so poorly padded you hit wood when you put your arms on them. Made with poor particle board similar to what you put under siding of a house. Very little padding. One arm shorter than the other, I could go on and on. They refused to take it back or replace, claim they only repair. This is a company store not a dealer. Horrible experience... Stay away like the plaque in my opinion, buyer beware or you will be sorry. Does not even deserve 1/10 of 1 star.

We went last week to Ashley furniture in Santa Ana, Costa Rica to buy a sofa, bed for my daughter and a dining room table and chairs. Dining room table was the last one in showroom. Gentleman said call back tomorrow and I'll see if we can sell it. To have to call back seemed dumb enough but we did anyway. Next day he said we could take the table, chairs and another table when we wanted. We headed there Sunday found the salesman only to be told the owner changed her mind cause she is having a show and needs the table. We just walked out with no table, no bed and no desire to ever go back again. Absolutely ridiculous. Salesman was a nice guy. Owner obviously doesn't have a clue. Least she could have done was come apologize and try to work something out.

Went in with my wife, was with a great salesmen! We asked him for space to look around, he happily let us be. We walked up to a set we.liked, was looking to upgrade to a king bed. We had picked out a mattress and was deciding on two bedroom sets we loved. As we went to the one set two men and a women were talking about sexual parties, I was shocked and appalled I was hearing! My wife and I got quiet and both had a look of shock, I hear a women tell them " go away there's customers"! This did not stop them. So we left! You lost a big sale fl due to this. Only info I have is the one gal talking sexual had burgundy hair and both men were brunette. We ended up buying from another store. Sadly we didn't get what we loved but we didn't have to hear immoral smut!

Approximately 1 1/2 years ago we purchased the Knox sofa and loveseat from Ashley furniture.These 2 pieces of furniture are the worst quality furniture that I have ever purchased.

Approximately 6 months into owning these sofas they became extremely uncomfortable to sit on and every time that my husband or myself sat on the sofa they creaked. Eventually we decided to open up the sofa to look inside to see what was going on because we were so unhappy sitting on these as there is a zipper on the bottom fabric that you can get inside to take a closer look. When we looked inside we saw that every beam was missed by the thin nails that the company uses to hold the sofas together with the particle board it was so bad the the seat was starting to separate from the frame. I have not had the problem that others had with the Durablend peeling yet as I condition the sofas monthly with a product that is formulated to clean vinyl, leather and rubber, which is important so you do not dry out the polyurethane that is used to bond together the very little leather that is used in the sofa.

However, the "Bonded Leather" is such a low grade and thin that if you bump into the corners with something such as a vacuum cleaner it will cause damage to the corners of the sofa. Be warned that these sofas are so light and the sofa comes up very high that if not positioned against a wall it is very easy to topple over the sofa if a child was to lean against the back. Ashley Customer service is another issue. I called to complain to their corporate customer service as it is still being sold on their corporate website.

They are not interested in the obvious manufacturing defects and instead referred me back to the Ashley Furniture where I purchased the piece. I have worked with 2 people at the local Ashley Furniture and they have failed to follow up each time. When they did follow up their remedy was to fix it.
I pointed out to them these are only the parts you can see what about the rest of the frame. Are they going to take apart and rebuild the entire sofa?

Never shop at ashley furniture stores! Once you purchase you lose all your rights - they have your money and they don't deliver what they promise! I purchased almost $9k worth of bedroom furniture which included a mattress and foundation. When it was delivered the first piece was dropped right off the truck then they did not provide the foundation! After fighting for weeks they finally decided that they would deliver again. Since it was their fault we asked for a late delivery or saturday. The store manager sterling promised us a late delivery. Well that week came & gone but no delivery so we called again and were told our order was in the system for pick-up! Why would we pick up when we paid almost $600 for delivery and set up. Well finally we received a message saying they would deliver - we ended up having to miss a day of work to receive the furniture what a scam - they lied and told us they have no control because the subcontract the deliveries - lies - lies the truck & drivers are directly with ashley

We purchased an RV in 2016 that had a sofa and loveseat from Ashley furniture. The bonded leather has peeled off. We found there was no bonding. The coating was applied directly to foam. Every time we sit on the furniture, pieces peel off on our clothes The unit is less than 3 years old. They refused to accept responsibility even though they admitted they did have problems with their bonded furniture. Will never buy from Ashley furniture.

I brought Ashley brand furniture the furniture have started peeling and bubbling, up this furniture is not even 5 yrs old and now its peeling. I have talk to Ashley customer service and they are telling me that I need to talk to the company I brought my sofa set from. So I called them up and I was told can I get something from Ashley about the recall on the leather sets that have been peeling. However I'm getting the run around from both businesses. Because no one will take responsibility for the merchandise and in the mean time I'm left with furniture that is peeling. I have been on the internet and I see all the complaints that have been filed against Ashley because of this problem. If you like I can give you my serial number from the tags I have on my furniture. . This is Ashley furniture there selling so why not address these issues.

Dresser that I did not order was delivered and my son dresser was delivered broken.
I was under the impression I was ordering a dresser from the Zelen Collection but because they did not have it on the floor the sales person showed me the Juaro Collection and told me it was the same color. He sent me the Juaro dresser even though I requested the Zelen dresser. When I went to the store to tell them about the mix up the sales person and another manager told me that there was no difference and that they was the same. The sales person stated that when he asked someone in the back they stated Zelen and Juaro was the same color. The manager stated that what happens is production makes a alot of a dresser and then later they make the same dress just a inch difference in color and they name it different. I was sold a dresser from the Juaro collection that I did not order and they will not change it for the Zelen dresser that I thought I was ordering and paid for. The reason why I wanted the Zelen dresser is because it was a lighter brown color then the Juaro from the Ashley Furniture website when I did my research. The store is telling me they are the same color and that there is no reason to exchange because they are the same color, which is not what I see online. On top of that I also order a bedroom set for my son and it was delivered with the bottom draw broken. The unprofessional and crazy thing is that upon buying the items and taking my money I now have to wait on the store to mail off the items that will be needed to fix the broken dresser they sent me after getting my money (this was not a cheap dresser). I called customer service and was told they have to send me the items to fix my dresser then I have to call the store and request a service person to come to my house to fix the dresser. I was told they would take 24 to 48 hours to call me back to set up a time to come and fix the dresser, then I will have to wait that time for them to come out. I have already had the broken dresser for a week which I paid over $500 for and I will have to wait probably 2 more weeks till it is fix. They take your money and don't show any concern to get the broken items they sent me fix. I will not be buying anything else for Ashley Furniture Homestore because they don't care or put any urgency to fixing the broken its they have sent me after they get my money.
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I do not accept the response of the business due to the fact of me purchasing a dresser from Ashley Furniture in the amount of $500+ and calling within the 24 hour time line to let them know that the dresser was broken. Ashley Furniture is correct just looking at the dresser you would think nothing is wrong with it which is why I accepted it. But why does Ashley Furniture give the customer 24 hours to call with any issues with the items, because we are human and sometimes we can miss things even after looking over them. If all Ashley Furniture is going to do under "their discretion" is send me the parts to try and fix the dresser that was sent to me defective of course they are going to choose this option it saves them time, money, and labor and of course all of this after they have taken my money. I now see why Ashley Furniture commercials and their phone recordings say that they're able to make good quality items at low cost is because they make defective products and send them to their clients. Since they now do have my money they said they was going to send out parts for the defective items they sold me and they will try to fix it at a minimum cost under their discretion of course. After waiting almost 3 weeks I received a call and was told the customer service agents never put the request in for the parts to be sent to me. So I had to go through all of the headache once again to explain my whole story on what happened for them to once again tell me they were going to put the request in for the parts to be sent to my house and then have to wait 24 to 48 hours for somebody to come out here and try to fix the defective item rather than sending me a brand new item with no defects that I bought for $500. And once again this is all done under the discretion of the company which their discretion falls under them saving money not about what the client has to deal with or what the client originally paid for. So now the step that I am on is I came home and received the parts laying at my front door I called Ashley Furniture customer service again and was told that I'm going to have to wait 24 to 48 hours to receive a call from a third party company that's going to call me and set up a time when they can come to my house and try to fix their defective furniture they sent me, they're not even sending me an associate from Ashley Furniture they're sending me someone from a third-party person that "knows their Furniture so well that they can fix it to make it showroom quality". On top of that I purchased this dresser on December 18th it was delivered on December 27th it is now January 12th and I still do not have a dresser for my son that I am able to use that I purchased for $500 also the dresser that I ordered for my bedroom was the wrong dresser that I'm still waiting to be exchanged for the proper dresser that I ordered. To add more horror to the story receive the text message yesterday stating that they were sending out the wrong dresser again to me had to call Ashley Furniture to cancel that one and once again explain to them what I order to then be told that the dresser I originally ordered on December 18th will be delivered on January 21st. All in all this has been a horrible experience and I will never purchase anything from Ashley Furniture or ever have anything good to say about this company. From this experience I see that Ashley Furniture is a type of company that will take a customer's money and then at their discretion, low cost and labor try to fix their mistakes and defective products thank you so much for being America's number one Furniture Company.
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I received my packaged items sent to me by Ashley Furniture to try and fix the broken defective dresser that was sent to me on January 12th 2017. When I called Ashley Furniture I was told I would have to wait 24 to 48 hours to receive a call to set up a time and have a 3rd party company come to my house and try and fix the broken defective dresser Ashley Furniture sent me. It is now January 16th and I still have not received a call from anyone about when I will get this broken defective dresser that was sent to me by Ashley Furniture fixed. Once again since they have gotten my money there is not rush to fix a broken defective product they sent me they don't care. I still want to say I purchase these items on December 18th and it is now January 16th and I still can't use the dresser I brought for my son nor do I have the correct dresser I bought for myself. Now I am to the point I just want Ashley Furniture to take back their broken defective dresser and incorrect dresser they sent to me and give me my money back. This is a horrible company and bad business practices.
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I call Ashley Furniture today on 01/17/2017 and spoke with Amanda. She stated that she saw I call on Thursday January 12th and that the request was put in on Friday January 13th. First if I call on the 12th my request should have been put in on the 12th not the 13th. Showing the company Ashley Furniture does not care about the customer once they have their money because that is more time I now have to wait. Put another note onto my complaint with BBB because it was now Monday January 16th and I did not receive a call from the 3rd party to set up a time (time I am still waiting). Called Ashley Furniture on Tuesday January 17th to see what was going on and Amanda said that the company was closed due to the holiday, but no one called the customer me to let me know. Then she proceeds to tell me she will have to put in another request and I will have to wait 24 to 48 more hours for this 3rd party company to call me and set up a time to fix the broken and defective dresser Ashley Furniture sent me. Once again showing there is no urgency and Ashley Furniture does not care because they have my money. Just a recap I bought all of my items on December 18th and it is not January 17th and I still can't use them, 1 day short of a month.

Purchased a ashley leather sectional (durablend) from winner furniture store in louisville ky, around 2011/2012 and it has been peeling really bad it looks terrible, this furniture was a gift and I can not afford to buy more furniture, I thought with this being made by ashley I would never have to buy another living room set at my age, I thought ashley would stand behind there name and the product they make and sell
Please help me