Ashley HomeStore
Reviews and Complaints

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.
...

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.
...

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.
...

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

the leather couch and love seat leather is peeling off couch and love seat. We started having problems.. In late 2013. We had gone to funiture liquidators .Where we bought the couch and love seat. They would not do nothing to correct the problem.They told us to call ashley furniture..We did so..Ashly furniture told us to go back to furiture liqudatours it is there problem... Furniture liqurdatours said they would not do nothing it was normal wear and tear...We were given the runaround ...We need help to end this problem...Thank you don morris

On 8/3/16 purchased a 14 pc Living Room package. On the first delivery on 8-13 the "tables" part of the set were refused because they were damaged. A new set was order. Waited another two weeks and for delivery and the replacement set was refused because they were damaged. Went into store, the sales manager ordered a third set of tables to be delivered in the boxes and assembled at the home. On 9/10 the third replacement showed up, not in boxes, already assembled and once again had scratches on them. Immediately went into store and expressed we waited long enough and wanted to return everything. Store manager has refused to take back purchase. Have also filed a complaint with BBB and sent a letter to corporate
office. Only acceptable resolution is return of merchandise and full refund.

We bought entire house of Ashley furniture in February 2014, in 2 years the cushions on one side of the sofa is down 2 inches and the leather on the recliner chair is peeling and cracking. The parts are going to cost me 175.00 plus labor. I would like a repair for free or new replacements.

People, beware of this shop! Don't buy anything from Ashley Furniture Homestore, these people do not stand behind their products and they do not honor their warranties!
I have purchased an expensive sofa from Ashley Furniture Homestore and it was damaged during the delivery! I contacted them immediately and asked them to fix the stuff and they said that it was not their problem and their warranty cannot cover that matter!
I wasted $1, 500 on that sofa and had to fix it on my own!

On may 15 2016 I bought a Queen Mattress Anniversary Firm Set, which was delievered on the 23rd The Delivery driver had said If I leave the plastic on them it would be easier to return if there was an issue. A few days later I went to the store and told the sales guy I had problems with it not being firm enough, it was hurting my back. He said to give it another week... So I tried a few days later I went back again told him it's not working out. He brought me over to their work station and I told a person behind the computer the problem. I am Disabled, with a Heart problem and The Mattress was hurting my back, The person said someone would call me by the 17th of June. I told them that I had to go out of town on a family matter on the 18th to the 26th. But when I came home no one had called No messages nothing. I called customer care. They kept saying No returns. I called back a few times each with a different person Still same response No Returns. I Told them I would be happy to give them a Doctors letter about my Back Even The corporate office will not hear of it. So they do not care about my problem. Say I'm stuck with it!.I Cannot use The Set they Stand in my room still in the Original Plastic . "I'm now FORCED to sleep on my couch! It Blows my Mind that such a Big Company as Ashley's DO Not Really Care about Customer's I know I will Never DO business with them again and will tell all I know and their Friends the same.

On December 26, 2015, we purchased about $1600 worth of furniture from Ashley's Mesa, AZ location. One item in particular, the Lobink Home Office chair, model H641-01A, was part of our purchase. This item was used in a home office.

On June 20, 2016, I leaned back in the chair in recline mode and the entire frame supporting the backrest detached from the cushion base, nearly sending me to the floor.

I inspected the underside of the chair and found the frame is held together with approximately 8 quarter inch screws that only penetrate the seat base about an 1/8 of an inch. 4 of them ripped right out of the base and cause the failure. See attached pictures

I called Ashley Furniture customer service at [protected] and informed them about what happened. They asked me to send pictures and I sent the ones attached to this complaint. They told me they would contact me in 48 hours after they evaluated my photos.

2 days later, I received a call from customer service, informing me that the warranty department "feel that you improperly used the chair which caused the damage, " and they "would not be able to replace the chair under warranty."

When I explained to the rep that all i did was lean back in the chair, she apologized and said it was not her decision to make.

So now I'm stuck with a broken $200 chair that Ashley Furniture won't replace.

Frustrated, I went to the Ashley Furniture Website to post a review about their inferior product.

My 1 star review...

"I bought this chair in December of 2015. In June of 2016, I leaned back in the chair and the whole back rest collapsed. I nearly landed on my head. I looked under the chair, and the one of the 2 inch pieces of wood that holds the frame to the seat had come off. It's held together with 1/4 inch screw and 2 wire brads. I contacted Ashley Furniture Customer Service to file a warranty claim, they called me back and said "we feel that you improperly used the chair which caused the damage." They denied my claim. Apparently, leaning back in the chair is improper use. Even though the chair has a recline mode.

As I suspected, they did not approve my review. They sent me an email stating that "Our staff has read your review and values your contribution even though it did not meet all our website guidlines. Thanks for sharing, and we hope to publish next time!" I guess their website requirements are "positive reviews only."

I just want my chair fixed or replaced. I did nothing wrong except trust Ashley Furniture.

Invoice attached.

My Husband and I purchase a bed room set from Ashley Furniture in 2015, had it delivered in November of 2015. Slept in the bed 3 nights and it fell to the floor. So I call the store and they said it would be after Christmas before they could send a repair man to look at it. No one call after the Holiday so I gave the a call. The set up an appointment for January 6th 2016, and they would call me the time it would be. No one ever call me, so the next day I call. I was told they didn't have me down for an appointment. But I could make on. So I said ok. We made one for the 18th of January 2016. The service person came only to take pictures of the bed. He said that the parts have to be ordered. The supports broke under the bed, and that he would order more. It took a month for the parts to come in, and about 3 weeks for the repair man to return. When he came he remove the broken parts, and replace them with new parts. But the parts wasn't the right one for this size bed. 1 week after he left, the bed fell to the floor again, he came back with the same parts. Only this time the side rails broke. They came back out and took pictures of everything. The repair man said those was the wrong size supports. That why the bed keep falling. So they ordered some more parts, this time slats came in, instead of the side rails. My husband and I went to the store and they are giving us the run around. Either the fix the bed or return or money to us, and we will go else where for a bed room set. We are very disappointed with the service that we have gotten from Ashley Furniture.

We were told we were purchasing a real leather sectional. Now that it has started peeling we are finding out that we really have a bonded leather (mix of leather chips and plastic). We purchased insurance on the entire living room suite but peeling is not covered as part of the policy. Please be aware of this deceptive sales practice by Ashley.

I paid over $1000 for sofa. Once initially pleased with purchase but now the "leather" surface is flaking away and can not be repaired. Apparently this is a common problem with perhaps thousands of similar complaints. What recourse do I have?

I was researching how to fix our peeling faux leather couch and came across a complaint on this site that was exactly like our. I bought a couch and love seat set . I told the salesman that I didn't want bonded leather and he assured me that I was not purchasing this product. We also bought the use less warranty. The love seat started to peel just one week after the one year Ashley warranty so they refused to help us. My husband called the warranty because at the time it was just a small spot on the couch where my father in law had split a liquid so we thought it was damage from that. The repair man said yes it was from that and took pictures and said they would repair the love seat. A week latter the company called us and said that they were not going to repair it because they would have to replace the whole love seat and that it was not cause by liquid and was peeling and if we wanted the couch fixed we would have to have like the other person said damage caused from a knife, etc. The love seat is completely peeling and leaves small bits of leather material all over the house, and now our big sofa has started to peel. DO NOT purchase anything from Ashley furniture they have poor customer service, cheap product and the sales people LIE

I purchased a chair from Ashley Furniture 18 months ago and purchased the extended warranty. The chair has been sat on mabe a dozen times and is unraveling everywhere. Not covered by warranty and they will do nothing. My wife talked to them yesterday again and was told there is nothing they can do. They sell pure junk and could care the least. Buyer beware. Go to Value City they stand behnd their furniture.

I have also purchased (2) Ashley Furniture Signature Series Durablend blended leather Model #[protected] ID#4540106 P ower Recliners in August 2012. These chairs are only used 6 months out of the year, no children, the leather is cracking, peeling and flaking in the headrest area of the chair. I am very dissatisfied of the response that the material was only warranted for a year and my extended warranty did not cover the material. These chairs were purchased at the Ashley Homestore in Richfield Wisconsin

I purchased a couch, loveseat and 2 chairs from this store in November 2014. On November 20th, upon delivery, I decided that I did not like the way one of the chairs fit in the space. The delivery guy would not take it back unless it was damaged or the incorrect item. He instructed me to contact the store to return the item. I immediately called the store and spoke with the customer service rep. I told her that I wanted to return the chair and order another chair. She told me that she would have the manager contact me. After 2 days of not receiving a phone call back, I decided to drive back to the store. Once at the store, we were able to order the new chair and the manager said that he would apply my credit for the chair I would be returning towards the new chair. No problem. The next day, Ashley Corporate Care contact me to schedule a pick-up of the chair I was returning. On November 29th, I once again took the day off work since I was given a 4 hour window and Ashley never showed up. I contacted Ashley Corporate Care and was told that the driver came by and no one answered the door. I never left my home. There is no way that the driver stopped and I didn't answer. I contacted them again and was told that they would just pick the chair up when they delivered the new one. A few weeks later, Ashley Furniture contacted me to schedule the delivery of my new chair and I was told that they would pick up the chair I was returning at the same time. I was given a 4 hour window to be home for the delivery. On December 11th, my new chair was delivered but the driver refused to take the chair I was returning stating that he had not been instructed to pick it up. I called Ashley Corporate Care and the gal that I spoke with apologized for the "confusion" and asked me to schedule AGAIN for the pick-up of the chair. At that point, I told her that I had already taken 3 days off of work and that I couldn't afford to take any more time off. I told her that I could drop off the chair at the store. She told me that she was going to talk to the manager and call me back. I never heard back. I decided that it was not MY JOB to continue to get them their chair. If they wanted it back they needed to contact me to get it and go out of their way to pick it up. Fast forward 7 MONTHS! Ashley Corporate Care calls and leaves a message stating that they needed to schedule a time to pick up the chair. 7 MONTHS LATER! They also sent a certified letter in the mail telling me that I needed to schedule a pick-up or pay for the chair. Today, June 16, 2015, I spoke with Angela, a manager at Ashley Corporate Care and was instructed to schedule a pick-up (Monday-Saturday 9-5 pm) or pay for the chair. She also told me that IF there was any damage or wear and tear to the chair that I would be BILLED for the chair! Seriously? The chair that your company FAILED to pick-up... that I have been STORING for 7 MONTHS...you want to CHARGE ME for WEAR & TEAR or DAMAGE? No apology for their past failure. Just THREATS. Oh, not to mention that she wanted ME to take MORE TIME off of work to pick it up. Or I could have a neighbor sign for the pick-up. Let me get this right, I have taken 3 days off work ( a loss of $1003.50 worth of wages) for a chair that I paid $265.00 for, and you want to charge me another $265.00 plus tax for a chair that might have wear & tear after 7 months? Will I be credited for my wages lost or storage fees for 7 months?