Ashley HomeStore
Reviews and Complaints

Paid $380 for Montage "Worry Free" protection on my leather sofa and recliner at Ashley Furniture. Salesman assured me EVERYTHING was covered and will be replaced if something happens. I asked, "even pet damage?" He said, "Yes. Just make sure you keep your receipts."
The top coating on my sofa is chipping and peeling (not caused by pet damage). So, I called Montage to file a claim, but it is not covered. When I looked at the plan agreement, I also noticed that damage caused by pets is not covered. Ashley Furniture will tell you what you want to hear, and then turn their backs as soon as you walk out the door. What a disappointment.

Ugh. My fiancee bought this furniture right before we met 3 years ago. We have had Guardsman out numerous times, one time they approved a request and fixed a broken (shattered) dresser drawer. Gee, thanks. Never mind the missing finish from the coffee table, end tables, peeling couch, beat up bed frame. Who cares that thousands of dollars were spent after they completely DUPED my fiancee into believing their furniture was high quality. In the beginning, he told me how "high end" their furniture was compared to the cheaper places, how they had shown him comparisons. Oh, that's great. Because after moving the coffee table to vacuum the rug, the leg splintered. But since we had just been denied by Guardsman YET AGAIN, do you know what we did? We threw our 3 year old coffee table in the GARBAGE, because we didn't have the energy to fight for our COVERAGE once again... We had to purchase new coffee and end tables, the end tables that they wouldn't even try to repair look so bad we put them in the basement. Now, let's talk about our "leather" couches... The arm of our couch is peeling so badly, so we thought for sure that would be covered, right? WRONG! The technician laughed at us, and said that it is bad product quality that is to blame, and there was nothing they could do. Oh, okay, what about the love seat that came with a giant unraveled thread? NOPE. No one ever fixed that either, even though we attempted to have Guardsman fix it, then called Ashley and spoke to numerous people when we first noticed it. The love seat was about 3 months old then. But since no one even bothered to call back and attempt to express concern for our investment, here it sits with that same thread unraveled. A couple weeks ago, we called Ashley Furniture and my fiancee spoke with a manager, who had to "put a call out" and call us back because he "totally understood" our frustration. Hmm, how did that go you ask? I guess not well, since he didn't even pretend to care and at least return a courtesy phone call. Nope, nothing. So, I will be posting this on NUMEROUS other sites as well, because I would not wish this on anyone. ANYONE. It is so embarrassing to have people in our home, sitting on our expensive couches, looking like we picked them up at a Goodwill. We probably should have, they might have held up better. Thank you Ashley Furniture, for your dedication to uphold the standards of your name and the products you sell. Oh wait, no, you could care less about the hard working people you sell your garbage too. Let me go work some more so I can replace our new furniture with some more new furniture.

We purchase furniture 1 year and 5 months ago. The furniture is a "durablend" material. Which is not durable. It is starting to show white cotton and ripping. We have no children. It is just me and my husband. I have been around and around with Ashleys furniture. Corporate have passed me back and forth telling me it's up to the store because it is out of manufacturer warranty. The store says it is out of their hands to call corporate. They said send photos and serial numbers and I did. 3 times already! They said an answer is 6 weeks out so I waited and they called to tell me nothing we can do. I have called and emailed numerous times.
They are trying to tell me this is normal for this type of material to do this. In a little over a years time this furniture would show white cotton like it is warn (when I bought it in the store) I would have ran out of there fast! Are you kidding me? OWN UP ASHLEYS! This furniture is the poorest quality I have ever seen! Ridiculous. I will not stop this fight. I have read many consumer reviews of people this has happened to. It is not right for them to get by with this! NOWAY! We take good care of our things. This is an outrage!

I am very disappointed with Ashley Homestore I have only had this set going on the 2nd year and it is peeling tremendously and it really upsets me because I'm a single mother and I took money that I saved up and purchased this set its a sofa and love seat black with the recliners in them and I saved up for this and got let down. I can't afford to keep buying sofas and I called Ashley and explained the situation and they stated it only covered a year on the Sofas and that I didn't purchase the 5 year coverage which I wasn't informed about in the first place ... I didn't know anything about the 5 year so basically I'm stuck with peeling chairs that look botched up that I paid 1300 dollars for of all my savings .. I am so hurt by this because I always wanted that set and saved for it and Ashley let me down now I'm stuck with chairs that's starting to look very worn .. Smh so my advice to anyone else leave the leather chairs from Ashley where they are ... Unless you can afford to just keep buying chairs every year or every other year and I know I can't ..

BAIT AND SWITCH! On Saturday, March 21, I went into the Ashley Furniture Home store at the new Jantzen Beach location at 1780 N. Jantzen Beach, Portland, OR, and purchased $5805 worth of furniture (including tax and delivery). I spent almost 5 hours in the store picking out the furniture and spoke with Wes (store/finance manager), Steve (my sales associate) and Brandon (Steve's trainer). All 3 of these folks stated that the sale that weekend allowed me to make my purchase with no down payment and to finance for free for 70 months. This was confirmed a few times over the 5 hours that I spent in the store. Five hours later I finally completed my transaction and walked out of the store WITH NO DOWN PAYMENT as was promised. The total amount of my purchase was $5805.03 and, looking at the last line of my sales order (#[protected]) I can CLEARLY see that it states "Amount Financed: $5805.03)". No where on this document does it state that a down payment was due nor that they received one from me before I walked out of the store.

However, 2 days later on Monday, March 23, I received a call from the "Office Manager" Pearl. She called to inform me that she was unable to finalize my order as a 10% down payment was required. I told her she was misinformed and to put me through to the store manager Wes, with whom I had spoken at the time of purchase. Unfortunately, Wes was not available at that point in time nor was Steve the sales associate with whom I worked nor was Brandon his trainer. NO ONE with whom I dealt during the transaction and who promised me the no down payment and 70 months interest free was available for consultation. To say that this is extremely suspicious business behavior is an understatement. However, the suspicion only grew worse. She stated that Wes would not be available until Thursday and that she could speak with him at that point in time to see if there was "something that could be done". By this time I no longer trusted ANY of this transaction and demanded that she cancel my order (as I had 48 hours to do so as your Buyer's Remorse clause indicates in the Ts & Cs that I signed. I stated that on Thursday should Wes abide by his verbal offer to me then we can recreate the sale but as of that moment I wanted the entire transaction canceled. She stated that she would do that at which time I demanded a copy of the cancel paperwork to be sent to my email address.

After this exchange with Pearl I demanded that she give me the name of the franchise owner, which is Hill Country Holdings, the number for Customer Care she readily provided. I, however, was on hold for over 15 minutes when trying to reach them so while I was waiting I decided to file my complaint formally on the Hill Country Holdings web site. However, after trying two different browsers (both Chrome and Internet Explorer) my screen would not advance forward so that the complaint could NOT be filed. The "contact us" portion of their site was non-responsive so I was unable to file the complaint online.

I was finally able to get through to the Customer Care agent at Hill Country Holdings after 20 mins on hold and spoke to an agent by the name of Jessica. I gave her all my pertinent information at which time she called Pearl at the Jantzen Beach store. According to Jessica, my transaction actually HAD been finalized yet she saw no down payment required. Upon speaking to Pearl, however, Jessica would not see that part of the transaction as it was too new. No idea what in the devil that means other than it's another example that Ashley needs to get their collective act together. Additionally, Pearl told Jessica that she just needs to get the manager's approval for the transaction, yet this nonchalant attitude was really not the approach used with me.

FIRST AND FOREMOST Pearl should NEVER have contacted me WITHOUT FIRST talking to SOMEONE who was involved in this transaction. I had already walked out of the store for Pete's sake with a FINALIZED sales transaction in hand. You do NOT CALL A CUSTOMER in this situation asking for a down payment! Unbelievable. In addition, I found her attitude to be cavalier and patronizing - NOT THE APPROACH TO TAKE WITH AN ANGRY CUSTOMER IN THIS KIND OF SITUATION. I strongly recommend that Pearl attend some classes on how to deal with upset customers and to CHECK HER FACTS FIRST before contacting customers asking for down payments once they leave the store!. If she were my employee she would be fired.

BUYER BEWARE.

I just complained to Ashley Furniture corporate office. We spent over 3, 000 in furniture. We understood that the furniture would be delivered on 2 separate dates. The first set was delivered without any problems. The 2nd date had to be pushed back. Ok, we could wait another week or 2. The sectional we ordered came with only 2 pieces. We were not told it would be a partial order. Who does that? Ashley does. When I called, they didn't know because someone was not on their job. I was told that the other piece was there in the facility and had to be inspected. Someone would call me with the new date. No one called. When I called I was told that the piece was not there and it would take another few weeks before I would get the last piece. If I would have known it would take several months to get all my furniture I would of spent my money elsewhere. When I am on hold, I hear they pump up fast delivery. This is not true. There is a long hold, they waste my time not sending the whole furniture and although they are pleasant on the phone with my complaint I wonder will anything be done about it. I won't be buying from this store again. Sadly they don't even try to compensate for their failures.

I purchased my first Leather Sofa set at this Ashley furniture store, paying almost two grand with furniture protection plan. As the other complaints stated, peeling started happening very next month I bought. For a year they replaced the parts that peeled. Then after year I am out of warranty and my 5 year protection plan, denied the coverage and Ashley furniture store denied repair, because it is out of warranty. Seems they are using cheap leather which may not lasts more than a year. The reason we buy leather is because it is durable(When it is a quality like any other product we buy). After going through this worst experience of Cheap leather trick from Ashley decided not to buy from Ashley in my life time and will request buyers be aware of the quality of leather at Ashley store.

After spending 2500.00 dollars on a table and chairs and a china cabinet bought the warranty that the salesman offered me telling me 3 times it covered damage from dogs. He assured me it would be covered, because I told him I have 3 dogs. Well he lied, it doesn't cover any damage by animals, it doesn't cover much of anything. A complaint was made with the BBB and the Attorney General of Texas.

Ashley Store in St. Johns Town Center Mall - I made the biggest mistake of purchasing furniture from this store, every item bought you have to wait like over a month to get anything so be ware of this. The Furniture all had to returned as every piece was damaged and the delivery guys I over heard them talking that leave the furniture damage and hope they do not see it. I had to receive all my items like 3 times over for them to get it right.meaning undamaged. This was couch with holes, love seat with strings hanging, dining glass table top cracked, coffee table wood nick's, dining chairs seat cushion damaged and slices in the leather. The frustration of this went on for months and I mean months of calls managers you name it. This location has the worst customer Care people I have ever dealt with as this store does not know the meaning of Customer Care!.They are all rude and every time you call you get a different story. The kicker was that the delivery guys were going to leave the damaged items and hope I did not see it to fall on my shoulders. They also require pictures of the furniture damaged are you kidding me what happens if this was my mother and had no capabilities to do this then you are pretty much screwed! This Ashley Furniture is going in my book of never buying from them again what a nightmare but as a advocate I took it to the top to get results but what a pain staking task this was. Anyone thinking of buying from Ashley it is my opinion to never walk through the door. If you do you have a nightmare on your hands and remember to ask questions and read all the fine print as they will fool you.

We purchased a twin bed set, mattress and spring box and mattress cover for our 4 years old boy. The salesman at this store suggested we purchased the cover mattress in order to keep it protected from stains. When they called us to indicate our order was ready for pick up, they forgot to mention the cover was not there. We picked up our order today Friday Sept 19 from their warehouse and then went to the store to get the cover. The cashier said they didn't have any and we would have to wait for it. So we figured we would cancel the cover and purchase it somewhere else, to which she replied that then this would void the mattress warranty. So, I can not set the bed set for my kid because we didn't receive our order in full, I can not purchase the cover anywhere else without the risk of loosing the mattress warranty. Therefore we asked to cancel the order for the mattress too, and we would go buy the mattress and its cover some place else. She also opposed to this saying she strongly believed her manager would not allow the return of a mattress (which is still on its packaging in my car). We ask to speak to the manager who basically repeated everything the cashier just said. We explained that we would not take a mattress with a voided warranty just because they don't have a cover that we JUST NOW found out is mandatory (and not only recommended) to purchase in order to keep a warranty. Also, there is a statement in their paperwork that says that the mattresses are not even warranted against stains by the manufacturer to start with. So eventually he agreed to cancel the mattress order but informing that, according to the store policy and the terms and conditions in the invoice, the store will keep a 25% re-stocking fee. AND we were responsible to take the mattress and spring box back to their warehouse and then get the refund for just 75% of the order value.
This is not only outrageous, but is a scam. You can not sale a cover mattress with the excuse that if you don't then you loose a not-even-existent stain warranty. Second, Ashley Furniture is the one in default by calling me to pick up an incomplete order. And when I want to cancel the incomplete order, I still have to loose 25% of the purchase price because you consider that I changed my mind? It is not true that you need a cover mattress to keep the warranty, because there is no such thing as a stain warranty. Therefore, your business practice is unethical and unprofessional.

This is the biggest mistake I have doen in buying the furniture from Ashley.Their furniture quality is poor, whatever I received had defect and they are not even exchanging it .Customer care never returns the calls and you have to hold for 1 hr atleast to talk to them. Poor service by delivery persons.I wasted my money and still waiting for them to replace the furniture.NEVER NEVER BUY ABYTHING FROM ASHLEY'S.

Ashley’s furniture: a place for furniture, discrimination and racism!

Have you ever felt discriminated by a salesman or anybody who thought that he was better than you because you are a woman? How about being treated like a second class citizen because you are not white? Well, this is how karry, the owner and store manager of ashley’s furniture calgary heritage homestore treated me this afternoon!

My husband and I decided to buy a sectional for our basement. We are quite excited about this purchase as we are normally savers and not spenders. We previously had pleasant dealings with ashley’s three years ago and were hoping for a repeat experience. They day went on smoothly as we perused and zeroed in on the sectional we wanted to purchase. As they were having a storewide sale that day, we asked if we could get a bigger discount than the one that was advertised. Our salesman informed us that he unfortunately couldn’t give us lower prices. He, however, could ask his manager if he could do something for us.

Karry, ashley’s calgary heritage homestore manager, came in already curt with the salesman - continually interrupting him and questioning his price calculation. He gave us a lower price and argued that is so much more than the 25% off that was advertised. Karry then proceeded to interrupt me as I was questioning his math on the percentage off. Karry asked my husband “can your wife understand this?” I informed him that I have a master’s degree, I can obviously understand basic math.

This is very offensive! Why did he not talk to me directly? Does he prefer to deal with his kind? Does he think that I cannot understand him because I am a woman or because I am not caucasian like my husband? I told my husband that we are going home and not purchasing anything from him. Karry felt the need to shout at me and my family of how he was so happy to have met us. I said, “I unfortunately cannot say the same to him.” my husband, son and I stood up from the couch and walked towards the store doors. Karry felt the need to follow us and shout at me again saying “a person with a master’s should be able to understand basic math!” I asked him what his name was, he said he is karry, he is the store manager and he owns the store and then told me to never visit his store again!

After you have read this, you might think I am angry and you are right! I am angry! I am angry that someone felt that need to make me feel ashamed of my gender, ashamed of my colour and made me feel simple. Karry’s attitude infuriates me. I do not feel that it should be tolerated in any circumstance. I, of course, do not plan to go back to his store again; and I urge others to take a stand against any and all kinds of discrimination. Please boycott ashley’s furniture.

My daughter bought a hybrid (not exactly sure what it's called, but it's a mix of real and imitation leather) leather sofa made by Ashley Furniture. I was with her when she picked it out and neither one of us noticed that the arms of the sofa had dangerously sharp corners and edges until she fell on it and broke her tail bone.

The arms are lower, down by the seat cushions, and have a separate cushion that is attached over the top, but the padding is not thick enough to protect against the sharp edges, nor big enough to go beyond the outer edges. There's no padding over the arm boards AT ALL, just the fabric and the attached sparsely padded cushion sewn on top..

All she wanted Ashley to do was refund her money, take back the sofa and pay her measly part time wages for one week because she couldn't work. They refused to do either.

She has three kids, no way to pay for a new sofa because she only works 20 hrs a week. But her biggest concerns now are that her children may trip or fall against the arms of the sofa and crack their heads open. Head injuries can be fatal!

We're getting a lawyer, even if I have to pay for it. I think it's wrong of them NOT to stand behind a piece of furniture that has an obvious defect! Shame on them! If one of my grand kids gets hurt on that sofa there will be HELL to pay!

Ashley, if you decide to do the right thing email me at jlrose125 [a] gmail dot com

The attached photo shows a desk on top and a "matching" office storage cabinet on bottom. After over six weeks since purchase and trying to make this right, even with a sales man in the store and the woodsmith that was sent to take photos agreeing, the store still refuses to replace the cabinet (bottom photo) for me with a piece that actually matches the desk (top photo).

I bought four complete rooms of furniture spending thousands of dollars, and now customer service says they are a "set" and the salesman refuses to return phone calls and the Woodsmith gave an incorrect phone number.

I'll never purchase from them again. After spending as much money as I did, having multiple delivery reschedules that were not because of me and now being told these match... Obviously they don't care about their customers and are not willing to solve problems.

Ashley Furniture is beautiful on the show room floor. However, my sister and I bought the same couch the same day. Within 3 months the fabric began to slit and peel. Ashley does not follow through with their warranty specifications. I am embarrassed of my furniture and the only option is to burn it and buy better. My sisters couch has duct tape holding together slits on several cushions etc. I have to hide the fabric with throws and blankets. Ashley Furniture should pay for their lack of customer support and extremely poor quality furniture!

We purchased top of the line leather furniture and the seating started to sag after 2 days.
I tried to rerun the furniture because of poor quality and I was told I could only exchange it, I replied that I had the best quality furniture they made so why would I exchange it for a lesser quality product and have store credit to buy more garbage?
The swivel rocker was delivered defective.
We called customer service that sent a technician out to look at the problem. They sent me a box and I scheduled a 2nd appointment only to find out that I had nothing I needed to repair any of the problems and that everything I needed wasn't even ordered.
I wish I would have read some of these complaints before shopping and I do believe all of them.
I have only shared some of my bad experience with you.

My husband and I went to Ashley Furniture in Winnipeg St. James on Saturday April 5th at about 2.30 pm. We entered the store and we started looking at the products. We are building our new home so we started browsing all the areas. Then a salesperson approached to us and asked what brought us there that day and we told him that we were browsing. He left us and we kept looking around. Then he approached us again asking if we wanted a flyer we politely said no and he wouldn't take no for an answer. He started coming too close to us and invading our personal space. When we refused to take the flyer he asked "what are you looking for?" At this point my husband started getting frustrated and told him "nothing". And the salesperson asked if he was bothering us and my husband said yes. He said it was his job and told us we should have stayed at home and browsed the website instead of coming to the store. He was rude, invading our personal space and wouldn't let us browse peacefully. My husband and I have a pretty wide social circle and we decided to spread the word in person and online.

Went to Ashley furniture to get a new bed and couch. spent over $4000. on furniture. bought a bed and a couch. the bed has a mechanical base. the bed was supposed to be on back order but was supposed to receive the couch the next weekend. got a call Thursday before the scheduled Saturday delivery the couch was on backorder for over 5 weeks. bed delivered in 2 weeks, I was told to leave the current bed frame on my head board and the delivery people would remove my old mattress by sales person, the delivery men told me the bed frame had to be removed, but they couldnt do it and didnt have time for me to do it.(simply lift the rails off the hooks) they did not affix the base to our head board OR give me the hardware to do it myself. they simply set the base offset from my head board by about 6" on each side. and left they would not take my old mattress. they left the paperwork for the bed in the front yard. when the couch was delivered the recliner mechanism was broken - it had a particle board construction and simply fell apart. I was told by the delivery men I could refuse delivery they got on the phone with their manager and he said they had to leave it. I called the customer service right away, and told them I wanted my money back. I was told by my sales person I had 48 hours to get my money back and it had been 5 minutes since I received my furniture. Well the 48 hour clock started ticking 2 months ago when I PAID for it. but they would be happy to charge me to come back and get it and give me the balance in store credit. MEANWHILE I still dont have the hardware for my $3, 000 BED! it has been 8 months since it I paid for the furniture by now. after 3 months of calling and calling and calling we managed to get Ashley to pick up the BROKEN couch and found another couch we dont expect to last but it was either that or lose the $1, 000. we had given them already. We still have not received the hardware for our bed, I have given up calling. it is not worth the frustration. we moved a table to the side of the mattress so it doesnt look so horrible. I will NEVER go to ASHLEY again. I need to get my daughter a bed we are going to a small local shop.

I bought new furniture spent 4k... Had nothing but damaged furniture delivered.. Promised that management would inspect furniture.. Never happened unless they were blind... Had non english speaking drivers.. Customer service was very poor. Wanted to send me leather patches to fix new furniture. I asked to speak to management.. Had to wait 24 to 48 hours... Not a phone call.. Then finally spoke to a manager named alicia.. Who was rude and nasty and said if you don't like our policies but else where... I canceled my order and they wanted to charge me a restock fee for damaged furniture... Stay away people stay away...

Purchased Sonoma sofa and matching recliner in August of 2012.

Developed an issue with one recliner in June 2013 where the leather developed two circle (dime size) where leather was gone.

They came out promptly and replaced the section on the recliner.

January 2014 developed a missing leather spot (dime sized) on sofa seat area. Called retailer and received the warranty expired sorry.

My complaint. This is a known issue with this specific item. Furniture should last longer than 1 1/2 years.

There needs to be some accountability with retailers selling inferior products and not standing behind their products. I paid cash so it's not like I can stop payments.

Remember, nice stores and displays but lousy quality.