Ashley HomeStore
Reviews and Complaints

We bought furniture Sept. 20 2013. They called to set up delivery, the earliest date was November 23. They delivered it at 7 pm that might and whrn they set the reclining couch up, we got powered recliners the one side wouldn't recline they looked and the frame was broke on the couch. They said they would leave it here our old furniture was already removed and they would put a request in for a new couch. They said someone would call us on Monday morning. After waiting until 2pm that day I called them and was told I would have to wait until Dec 30 for my delivery of a new couch. I told them that was not acceptable, icdud not break the couch, it was delivered that way and I shouldn't have to wait for them to fix the problem. I was told that the furniture was useable and that just because it couldn't recline the couch could still be sit on. I said I didn't pay the extra money for a recliner to have one not worked. They said there was nothing they could do! I told them to come pick up the furniture I no longer wanted it. My husband called about an hour later and I explained to him what was going on. He was upset, but said thanksgiving is next week and we were having company and we would have any furniture and for him the furniture was comfortable. Do against my better judgement, I called back 2 hours after speaking to them and said order the new couch, they now said the new delivery date was Jan. 8, 2014! How could that be? Well the woman said that'd when it is!

Bought a $800 chair 2 yrs ago with 5 year warranty. Within the 1st year the chair sunk in. They sent a repair man out to add more cushion and they had to take the material off. In less than 6 months the material started to peel. We were told this warranty will cover everything. Not true they lied. Called the store manager yesterday (Hazel) about the chair peeling. Nothing they will do about it. This store and Ashley's products are junk. Don't waste your money on Ashley furniture. Were told the material peel cause of sitting on the chair. really? Who buys a chair just to look at. I can't stress enough to you to NEVER shop Ashley furniture. You are throwing your money away like I did.

My wife made a reselection on some furniture, the delivery was attempted, the driver reported that there was cat hair on the back of the love seat that we were sending back, thus creating this issue, the Driver reported to the dispatcher that cat hair was present and the dispatcher told me that they would not take the couch back because it was not in show room condition, i asked the driver to show me the cat hair and he could not, what he saw was a very minute dust/ lint ball and that was it. and so here is where the fire works started, the Driver in his young impressionable mind decided to make an excuse to go make a phone call and that he would be right back, I went outside within a couple of minutes, and the driver, the helper and delivery truck were gone.
i looked down the street and seen the delivery truck backing up toward my house and the helper got out and i proceeded to chew on him asking, Why did they do that why did they tell me he was going to make a call and that he would be right back when in fact he just bailed out with no explanation at all? and the helper explained that they had forgotten their tablet and needed to pick it up, during that time the driver walked back up and I proceeded to read him the riot act by telling him that his actions made me very angry, and that he was very unprofessional treating customer like this by just bailing out like that with nothing.
My complaint is this the Driver reported that I was holding his Tablet hostage and prevented him from retrieving it, that is a bold face lie, I did not! in fact I had him come back in a do a re-inspection of the furniture and please show me the cat hairs in question, and he did not he just grabbed his tablet and went back outside after he said he couldn't see them, and i asked what the problem was then? he could not answer.
To further the complaint when Ashley furniture sold us the set, the couch had a hole in one of the cushions which was made note of by that delivery driver so where was this "Show Room Quality" then ? where is it that in any show room I can show you dust build up and flaws in any piece they have, where is the Show Room Quality then?
The driver today was mad because I chewed his ### for his cowardly action, so he thought it fair to say I was holding his tablet hostage which again is a lie and a defamation of character and will be dealt with via legal action against Ashley Furniture for selling Sub-Standard furnishings and not fixing or taking care of it to meet their "Show Room Quality" policy one way or another the living room set will be exchanged, either of free will or legal action.

I came Into the Store about 7:30ish the lobby was mess and the dark haired girl working front regeister was very rude and disrespectful i felt like she was hurrying to get rid of me and my husband and as it seemed has no desire to help us or complete our order, I believe her name taged said ashley or something along that, I have been coming to this store for years and have always had respectful crew help me and my husband but this time it was very rude and made me very upset with the way she went about greeting us and takin our order, I dont not think i will be returning to this store for a very long time

I purchased a sofa and loveseat along with other items for a total of over $3000.00 from Ashley in Springfield, MO. I live about 60 miles from the store. I picked up the items the following week at their distribution center. Aftef getting it home and unpacked, I sat on the sofa and the frame on the right side creaked lowdly as if the frame is loose. There was also a pillow for the sofa that was not sewn correctly and had a 6" opening in the seam with the fiberfill hanging out. I informed Ashley of the problem and they sent out a replacement pillow but said I'd have to bring the sofa to them for repair of the poor workmanship. This would constitute a 120 mile drive round trip and another 120 mile round trip for me to pick-up the 'hopefully repaired' sofa. 240 miles for me to get their problem fixed. I will never purchase anything else from Ashley and suggest the any potential Ashley customer think twice before doing so. I will inform everyone I possibly can not to do business with Ashley. I could see me having to take it to them if I had it for a while, but this was right out of the box.

We purchased a living room set from Ashley furniture store in secaucus in Q4 2009. We spent over a $2000 on that set which included a couch a love seat and side tables. It was a recliner set and we paid a lot of money in comparison to anything else. Not even once were we made aware that the surface will start cracking and peeling in some time. in less than 3 years I observed a few cracks in the couch, that started to worsen. So much so that patches of the leather started to come off making the couch look ugly. (Pic attached). It frustrates me that after having spent so much Money, I am dealing with a faulty product. Not only that, . The chipping leather surface leaves behind small patches and particles in the apartment. I have an infant and I am worried about her breathing in or eating that material. I feel that I was totally ripped off. When I spoke to Ashley store about this they mentioned I write to customer service and that they can't help. At that time I was also told that such chipping was normal, ! Why did they not tell me this before? And who throws away couches after every 2.5-3 years, ESP when one has paid so much money!

There has got to be a way to resolve this. Please see pics below ( this is totally unacceptable product quality ). I am willing to go to any extent to file a complaint against a Ashley . If someone from Ashley reads this, please call me [protected]

This place sucks! Do not shop here or you will be sorry. We went to the store and purchased $8000 worth of furniture because we were told it would be delivered the next week. WELL, TWO months and numerous complaints later our furniture decided to show up. The furniture was so cheaply made because I'm sure their sweat shop threw it together. The couch had dips in the cushions, my dining table was scratched and everything was just a mess! Customer service is no good and when you try to get your money back you only get a small portion back according to the return policy. Our mattress was hard as a rock because it wasn't the one we chose. They had our mattress in stock in the warehouse at the store but told us it would be wrapped and delivered in two days. OH NO, that didn't arrive either! DO NOT believe what those sales people tell you because they are just trying to make a sale. GO TO A REPUTABLE WELL KNOWN STORE WHERE YOU MIGHT PAY A LITTLE MORE BUT YOU WILL RECEIVE QUALITY MERCHANDISE IN A COUPLE OF DAYS!

Whenever I ride pass that store I flip them the finger and pray for all the helpless people over in the parking lot thinking they are getting a good deal. DO NOT BELIEVE those sale signs, liquidation signs, or going out of business signs. It's all poison to draw you in and once you're in, they're like demons that lie, cheat, and steal. STAY AWAY STAY AWAY and avoid temptation.

While in meetings with the salesperson about buying the sofa (Dexpen Saddle Ashley 2100061), we asked what the makeup of the fabric was. The salesperson said it was a "blend, " a composite of leather and other substances. It wasn't until the sofa was delivered, complete with a leathery odor, that we got to see the tag that came with it marked "WARNING: FLAMMABLE." Naturally, had we been told that in the store, that anything resembling a flame near it, the "upholstery may burn rapidly, with toxig gas & thick smoke, " we would have been somewhere else in minutes. Who coats consumer furniture with chemicals known to be both flammable and carcinogenic? China. I cannot find out what sort of flammable substance I'm sitting on. Anyone who knows what it is will be doing the buying public a big favor by divulging it.

I bought almost a house full of furniture (bedroom, LR, study, kitchen) from Ashley. I noticed the next day that two of the pieces were damaged. The disturbing thing was the desk had two chunks missing from it and someone just slapped putty on it and shipped it out like that. I called Ashley and they stated a tech would have to come and look at it. Tech arrived a week later and made a report that both pieces would need to be replaced. I called a week later and was told it had to be "approved by corporate". They had no idea about the desk even though it was in the same report. I had to call about 4-5 times over the next few weeks and everyone I spoke to had no idea about the desk even though I informed the person that I had spoken to before. They called to arrange delivery of one of the pieces but did not have the desk. After 5 weeks of jumping through hoops they finally called to arrange delivery on a Saturday. I get a phone call 48 hours before telling me they'll be there between 3 and 8pm. I call to reschedule due to a family obligation and I'm told I would have to pay a fee to reschedule and that I needed to call 72 hours in advance, even though I was notified of the time only 48 hours earlier. This is probably the worst customer service I've experienced in quite a while.

On Nov.3 we bought furniture from Ashley's Furniture. On nov.11 the furniture was delivered and the pillows were wrong and the chair was badly damaged. 2 days later Ashley's called and said We would receive our new chair and the right pillows on nov.26, on this day I called and they gave me little information and blamed it on the distrabution center and gave me yet another dateof delivery Dec.13. Again on this day I called and was given little to no information, so I told Ashley's (Stephanie) that I no longer wanted the chair or ottoman because of all the waiting she (Stephanie) informed me I would have to pay a 30% restock fee and 80.00 dollars for them to come and pick up the ottoman. So I would have to pay a restock fee for not only the ottoman but the chair that have not even received as of yet. Since this time we have decied that we can not afford a restock fee and have decided so we will not lose on this deal that we would go ahead with this order. On Dec. 20 my husband called Ashley's and asked when the chair and pillows would be delivered and he has been given yet another date of Jan.2. Now we will go through 2 Holidays with little furniture.
Please help us with this, I no longer know where to turn.
Thank-you
Rhonda K. Lain
[protected] or [protected]

originally ordered entertainment center, coffee table, and 2 end tables on Nov. 17, 2012. 1st delivery was on Nov. 29, 2012 -the entertainment center had 2 left piers and couldn't be set up. we had to send back the entire unit. 2nd delivery was on Dec. 18, 2012- the shelving for the right peir was missing. we called the chattanooga, tn store where we ordered it and they couldn't locate the shelves in their warehouse. we called customer service and they can't find any in their distribution centers to be shipped to us. they are now telling us they will have to put in an order to manufacturer to get our shelves. so frustrated and upset that i ordered furniture 4 1/2 weeks ago, took off work 2 times, and still can not get the product that i've purchased. i will NEVER buy from ashley furniture again.

After purchasing a new sofa and loveseat combo we have had the absolute worst customer service I have ever experienced.
Three days after purchasing our new furniture the electric recliner on the love seat broke. Luckily our sales person had advised us that the warranty on the furniture included in home repair and parts. That wasn't the case. Upon contacting the store to setup a time to have the recliner repaired we were told that the furniture had not been sold with a warranty at all, yet in my hand I held a receipt for five years worth of warranty coverage. I was told out right that the company would not honor that, and I was told incorrectly by the sales person. After finally reaching someone in management (Ken C) I was told that they would repair the furniture this time, yet next time I should lie to the company that the extended warranty they sold me was through ( Guardsman ) so that they would be forced to cover the damage rather than him having to honor the warranty itself. It has been over a week now and he will not take nor return my phone calls to schedule a time to have the furniture repaired. I will never step foot in an Ashely's again.

On August 11th 2012, we bought a Bedroom Set and initial delivery was on time, but when they tried to assemble it they found out that there were some parts missing. They told us to call customer service to know when the missing parts would arrive. Initial information was that they would arrive in 3 to 4 weeks, later they called us back saying the estimated arrival date was September 26 but parts didn´t arrive that date, when asked they said it was only an “estimated” date and that parts should be in the week after. When called on Oct 4th, they said the new ESTIMATED arrival date is November 2nd, so the truth must be they have no idea when the parts will come, if they finally will. When asked for procedure to return they explained they have a No Return Policy. Definitely never buy at ASHLEY again.

We ordered a sectional sofa on 1/9/2012, I put down $144.99. We did not receive it until 2/2/2012 the date after I paid an additional $200.00 toward my contact with RAC Acceptance. When we got the furniture home and set it up we were disappointed because the recliners did not work. The left did not work at all and the right recliners could be pulled out manually. We went back to the store at 2160 Madison, Tennessee [protected] on 2/4/2012. I understand that by law one has three full business days to break a contact before it becomes binding. RAC told me at that time that Ashley Furniture had to do the refund even though I paid the payment to RAC. We were not able to return the furniture. We still have the furniture at this time and we were told today 2/9/2012, by the store manager that I would have to pay an addditional $400.00 in a re-stock fee to return it. That would mean that I would be paying $744.00 to return furniture that does not recline and that id poorly constructed.

The sales lady talked about warrenty and buy this protector for the mattress so you never have a warrenty issue. Well on day three i wanted to exchange this bed because its to soft and the first thing when i call them is they tell me theres no warrenty it was a liqudation sale your screwed. Ill NEVER buy from Ashly Furniture again. They do not care about their customers.

My name is Margaret Awatt. I reside in Lubbock TX. On Thursday 6/19/12, I visited Ashley furniture store in Lubbock TX to purchase a couch. I saw a couch I liked. I agreed to buy the couch on condition that the couch was already in stock and that Ashley furniture would deliver it to me on Friday 6/20/12 after 7pm. Samantha, Ashley’s sales representative on duty checked, then confirmed that the couch was in store because somebody had previously ordered same couch. Samantha also assured me that Ashley would deliver the couch to my house on Friday in the evening after my full day’s work, i.e. not earlier than 7, 30 p.m. as I requested, since the company’s delivery service lasts until mid night. Based on the confirmation of this delivery time, I was encouraged to apply for in store credit with Wells Fargo bank to guarantee my payment for 5 years without interest and I did. Wells Fargo awarded me a credit line of $9200. Ashley pre-authorized a charge of $5, 000.63 on the card before delivery. Samantha told me that the delivery guys will be calling me prior to delivering my merchandise on that Friday 6/29/12 as agreed.

On Friday 6/29/12, contrary to my terms of contract with Ashley, the delivery person from Ashley called to schedule delivery for another day, instead of the day previously agreed with Ashley, which was Friday, June 29, 2012. I tried to relate to him the arrangement made in the show room, but he would not listen. Eventually the delivery guy became very irritable by my request that the delivery be done at 7p.m. and states that Ashley show room needs an in-service on times of delivery, adding that the show room made an error and he will not deliver past 5pm. I demanded to speak to customer service, and I was connected. My conversation with customer service was futile and the delivery guy decision was upheld. Since Ashley deceived me with their time of delivery and the delivery person was rude, impatient and irritable during his conversation with me; I made it clear to customer service that I did not want the couch anymore and subsequently cancelled the order. I had to go somewhere else to buy another cough because I really needed the couch for the weekend.

To my surprise, Ashley staffs deliberately failed to document my conversation with them that I was no longer interested in the couch for fraudulent reasons because they had already placed a charge on my card and wanted to coerce me to continue the purchase. Customer service raised no objection with my decline in the purchase and I believed the case was closed.

The following week, Ashley delivery guys called trying to schedule delivery. I made it clear to them that I had already cancelled the purchase since the company had not kept their part of the deal and that there was no need to deliver the couch. The man said he was sorry that he did not read the book that reflects changes in delivery. Two days later another person called, attempting to deliver the couch, I made it clear again that the delivery was cancelled and he hung up.

On Thursday 6/26/12, I received a credit card from Wells Fargo in relationship to the purchase at Ashley with a credit line of $9200. Since I cancelled the purchase, there was no need to keep the card. Before I cancelled the card, intuitively I wanted to check if there was any activity on the card. To my surprise Ashley had charged my credit card without my acceptance of the merchandise, even though no delivery was effected and more so as the deal had been cancelled. I called the bank the next day and the charge was confirmed.

0n Friday 6/27/12, I made several calls to Ashley, but no one would answer the call. Later in the evening about closing time for customer service, I made my last call and was able to speak to a man by name Frank who refused to introduce his name further than that. I requested that I know his name in full and title; he said it was Ashley’s policy to conceal their staff’s identity when dealing with clients. This was very suspicious to me, also Frank was very unprofessional, insensitive and non therapeutic in his speech. He concluded his conversation with me that there is a 25% fee for not buying the couch then hung up. Frank sounded very angry and irritable at me that I refused the purchase. Frank concluded that there is no documentation on file to reflect my conversation with Ashley staffs. Based on the treatment I received from Frank, I decided to go back to the show room to at least speak to Samantha or the manager of the store.
On Saturday 6/28/12, after my 13 hours shift at work and very exhausted, I went to Ashley Furniture, met with Samantha and she took me to the manager Jayci Schneider. She listened and was very understanding. She said she will discuss the issue with her boss.

On 7/2/ 12, I received a call from Sam Estrada who addressed himself as the vice president of the Ashley furniture. Sam sounded very desperate to take my money and commit me to a loan with Wells Fargo bank. I made it clear to Sam that I did not need to take any loan that I do not need. He said I did not have a choice that Ashley was going to force me to take the couch or an in store credit but not to cancel the charge on my credit card. Later in the day I received a bill from Wells Fargo for a charge of $5000.63. This concluded that I have been fraudulently charged for a mechanized I had cancelled and was never delivered.

Please I need Better business Bureau to investigate this fraudulent behavior with Ashley. I am very much aware that even if the merchandise had been delivered and I change my mind, I still have the right to return the item without suffering any loss of money. The arm twisting by officials of Ashley and the use of coercive force to compel me to buy what I had no use for is strange and should not be tolerated. I did not receive the merchandise, I no longer have the need for it and there is no reason why money should be fraudulently taken away from me without any justification.