Ashley HomeStore
Reviews and Complaints

I bought a brand new king size bed & mattress from Ashley furniture, heritage gate S.E

On 29th May, the very first day when I was sleeping on my bed, in 2-3 mins the bed collapsed from the middle & I hurt my back.

I contacted customer service next day, which is the worst customer service ever. They were not understanding, non empathetic towards my concern and demanded me to click the pictures of broken part. It took them almost a week to figure out what bed I have & what part needs to be repaired.

It took them 20 days to get the parts delivered & another 2-3 days to send technician to get it fixed. The technician came & fixed half of the bed & went saying more parts needs to be ordered. Again I had to wait nearly 25 days to get my parts & called the technician to fix. I was sleeping without bed for almost 75-80 daysThe bed is not fully repaired as new yet. Everytime I used to call client care, they were rude and arrogant people extremely disrespectful over the call & even hungs up.

I will never recommend Ashley furniture ever, I demanded full refund but no one cared about anything

I can't see to get anyone to help me with my warranty claim I created a ticket with 5 star services 7/5/23 sent them the pictures they requested and they have not responded to my repeated phone calls to see what the next steps would be to get my table repaired or replaced. I reached someone 1 x out of 10 who said my claim is being reviewed that was 2 weeks ago. I called Ashley store locally and she said she called and they said the same thing they told me two weeks ago and she had no further information or instructions how I could speak with someone directly. This is outrageous poor service, by the time the respond my warranty will have expired. 5 Start Services is a terrible 3rd party company to align yourself with.

I purchased a Maggie sofa because the salesperson said the fabric was made with performance quality. It was absolutely not...it stretched, looks worn and dingy---mainly the entire sofa is made with extremely poor quality material and parts.

I have only had the sofa for 5 months...you cannot say that my complaint is due to normal wear and tear. If the quality was even close to being up to par, it would not qualify as normal wear and tear in 5 months! I was told that the sofa cushions and backing could be replaced...why in the world would anyone want to repeat the SAME situation again!

I asked to receive a store credit in order to buy another sofa that has "true performance quality", but I was denied.

I am willing to pay more money to be happy with the service from Ashley Furniture in Norwalk, CT, but it seems they stick to their script about returns. I have researched many websites about Ashley Furniture and have noticed there are many, many, many, complaints about the customer service. I wish I would have looked into the complaints before I made my purchase!

I am hoping for an amicable resolution to my most unpleasant situation.

purchased mattress and foundation from Ashley store in INdianapolis from Devin May 4,2023. Went back to store for request to trade to get thinner foundation for bed. we are elderly and it is way too high for safe ingress or egress. Devin had us talk to customer service manager in store, he said he was not authorized to make exchange. had to call Nashville office. I have called 3 times (currently on hold again) for over 1 hour time on hold. Called7/19, 7/25 and 7/26. Today CSR Javier just said I did not talk to him yesterday and he could not make exchange. Asked for supervisor, Javier did not want to transfer. now on hold 19 minutes for supervisor. He came back on and told me he requested supervisor it would be a while. No hold music this time,I think I was hung up on again. Hung up on, they tried to call back .

We just want to exchange metal foundation. no money exchange just the 5 inch foundation.

We purchased a King Adjustable Bed from Ashley Furniture a bit over a year ago. Since day 1 we have been unsatisfied. We paid so much for this bed and was so excited but have been nothing but a headache and disappointment. Firstly, the salesperson told us this was a firm mattress. It is not. Secondly when we raised our concerns right after delivery we were told we can only return 24 hrs after order? Ridiculous. They told us we couldn’t do anything at that point since it’s been delivered and set up. Funny, cuz now after a year they told us about a “100 day sleep guarantee” but we asked if there is anything we could do and were NOT told about this the day after delivery. The mattress is so uncomfortable, it’s also turning into a “U” or “V” shape, and not a year later but literally less than a month later! Now we’re told someone from manufacturing could come out and MAYBE see the mattress to MAYBE determine to get a new one. But even if the do, ITS THE SAME MATTRESS THEY WOULD GIVE US. What’s the point when since day 1 there was issues? What kind of customer service is this. We’ve been raising concern since day 1 is been over a year and have been so affected by this. Never buy from Ashley’s the sales people guilt you and push you and over promise but never deliver. Even gives your life more issues! Worst furniture company we’ve dealt with. I’ve had amazing experiences with other furniture companies. I have never complained about any other thing we got. This is my first time going out of our way to complain because even the customer service is so rude to us and cut us off mid speech basically saying there is nothing they can do. Besides the mattress the actually bed frame itself was never put in t! The delivery guys were so unprofessional and didn’t even drill the nails all the way through! Guess how many times my husband and I have gotten huge cuts on our leg from getting into bed! When I showed them pictures of the nails not properly in (literally sideways sticking out) we showed them these pictures less then 24 hours of delivery they brushed us off and said we’ll maybe someone can come have a look at it but there’s nothing we can do since it’s past the time. What? Ridiculous how rude they are the second after you make payment. The bed is PEELING. It started peeling less than a couple weeks we had it! We had our other bed/furniture from other places that had no defects after YEARS of use. How cheap is it that it’s peeled so quickly? When we bring this up we’re brought with quietness and diverting from our question. They try to gaslight us by saying “well is it the bed or mattress that’s the issue, you keep saying both?” YEA BECAUSE IT IS BOTH we payed well over $1,500 for disappointment since day1. Back pain, lousy mattress that looks so cheap. Peeling bed and a very over priced adjustment base that is so disappointing. We tried to negotiate with them to take the bed back and at least give us some store credit. But no, they offered nothing but acting annoyed and wanting to hang up. I’ve never felt so disappointed by a company ever. I’ve never gone out of my way to complain but Ashley took advantage of us being super nice and pushy and promising during sale but -000000 after paying. Our whole bed from frame, mattress and adjustable base has been nothing but disappointment and crazy back pain followed by many doctor’s appointments and physiotherapist that we NEVER needed with our old bed from Teppermans. I regret changing out our bed because that one was a dream! And way less money. The photos I’ve upload show before and after when pressure is applied. First the remote, and then a hand. If it goes that much in on such little weight imagine when your whole body gets into bed! Even just our heads sink in so much that we can’t breathe cause our noses and mouths are covered by the mattress sinking in so much! And thats just less than a month of having it. Now only 1.5 years later still bad. We’ve tried to resolve with them so many times over a year and they barely give and options. The options they give is the same always that has 0 results. We are done just being ignored or sent on a loop of no results just to waste our time. We want a refund now.

I purchased this mattress on 4/18/23 for 2044.24 I have called for the last 3wks dt the mattress is caving in in the middle. My son is disabled and spents 22hours a day in bed, this is causing him severe pain. When I called I kept being told I didnt order it online which I did finally I got in touch with someone who told me I could get a replacement but that department is closed. So I waited til after the holiday, and now I get cant talk to anyone dt high call volume.Text to this number [protected] and you cannot leave a message. My son is in severe pain I need help the other number is [protected]. ty Charlene Franco [protected] Landen drive Melrose Park, Ill. 60164

I purchased some furniture from the Ashley Homestore located in Madison Heights, MI on 7/1/23. I also purchased the Extend Product protection 5 year plan for $879.99. I was told by the salesperson that upon the delivery of my furniture I would also receive a care kit for buying the plan to clean any small spills, and that I would also receive this care kit every 2 months. My furniture was delivered on 7/7/23, WITHOUT THE CARE KIT. I tried to contact the store, but only a recording comes on that says how busy they are and to dial another number given. I called this number and told the rep about my problem and he said that he had never heard of a "care kit." I called the protection plan number and the person told me that the only time they send a care kit out is when a claim is filed. I paid $400 more than Gardner White charges for their protection plan, and they DO OFFER A CARE KIT, which you can get the lifetime of their warranty. I do not appreciate being lied to, nor do I not appreciate being able to talk to a store manager to clear this matter up. Ashley Homestore, you have earned a unhappy customer.

To Whom it May Concern:

I am seeking to a Nashburg bed , queen size bed that is advertised on the Ashley.com, website. I purchased two full mattresses for $663.56 and the mattresses were M69621, Full Chime. I saw advertised on the Ashley.com, website several mattress and bed promotions advertised. I am requesting two beds in full size, for example the Alisdair and the Nashburg in black metal.

Furthermore, I greatly appreciate if you could locate a retailer, who would be willing to send the beds. I still have my receipt to verify my purchase of the two mattresses.

Sincerely,

Valerie Curry

On February 19th, 2023 I purchased furniture from an Ashley HomeStore in Longview, Texas. The items were delivered on May 23, 2023 and we immediately noticed that a left arm and right arm recliner were unable to connect due to missing wedge pieces. One reclining piece is missing hardware and does not work. The headrest of another reclining piece does not work and a third reclining piece is missing stuffing in the fabric.

We requested a full refund due to the furniture we purchased being discontinued and were offered store credit. There is not any other furniture that meets or needs or desires. We're being denied a full refund.

I had purchased a living room set from Ashley's in February. One piece of the set which was a wedge was returned due to it being broken. I was told to go pick it up a replacement at the warehouse in New Braunfels, Texas. I drove out of my way only to open a box with another broken piece. The warehouse guy was attempting to give me another one that appeared to be wrapped up with clear wrapping. The bottom of the piece had built up dirt on the bottom and did not have any of the leg rest. Bottom line is, I did not continue with purchase of the wedge. I emailed the managers of the Zarzamora store in San Antonio, Texas and have yet to receive a response. I am being charged still for this piece of furniture and I feel I should not have to pay for something I did not purchase. The Synchrony bank to which I am paying my bill is not able to tell me what I am being billed for. I have attempted calling the store numerous times and you can never get through or they hang up. From the day of delivery, this has been a complete disaster. I am asking someone to please reach out to me at [protected] so this could be resolved.

I just wanted to share my experience with Ashley Homestore, specifically with their Windville Upholstered bed. Unfortunately, one of the side rails on my bed failed and collapsed, which prompted me to seek help from Ashley's customer service. However, the response I received was less than satisfactory. The customer service representative from Texas told me that they see this issue often with these fabric units, which left me feeling frustrated and disappointed.

I tried emailing, calling, chatting, and even sending registered letters to corporate in WI, but all my efforts were met with the same uncaring and dismissive response. It seems that customers must purchase an expensive warranty to protect themselves from Ashley's poor construction, cheap and flimsy materials, and rude and abrasive customer service people.

In the end, I had to hire a handyman to help me repair the side rail, which was shocking to say the least. The side rail was made of lauan, which is basically one step above cardboard, and a very thin wood across the top. To make matters worse, it was held together by staples! My handyman even commented that my bed was basically a prop, not meant to hold weight or be used, and certainly not capable of supporting a mattress.

I was furious with Ashley Homestore's lack of quality and care for their customers. They tout their engineering and design on their website, but this is what we get? It's not okay! I ended up spending around $300 to fix the bed, which included hiring a handyman for 4 hours at $48 an hour, plus supplies from Lowe's and Hobby Lobby to put the new side rail on. Now, my bed has lost the clean look I wanted when I purchased an upholstered bed as the legs from the metal bed frame show.

I urge my friends and neighbors to consider other retailers when making furniture purchases. Ashley Homestore manufactures garbage, and they know they have issues with their bed but still refuse to assist their customers. I want a full refund, and I want someone to come take this piece of junk bed out of my home. Enough is enough!

If you don't believe me, take a look at the Ashley Furniture Complaint page on Facebook. There are literally thousands of members, mostly consumers like myself, who have had a horrible experience with this uncaring and awful furniture company.

I recently had an experience with Ashley Homestore that left me feeling frustrated and disappointed. I went shopping on a Saturday in April and purchased a power reclining leather sofa. The salesperson told me that someone would be calling me to schedule delivery. However, the next day, I received a call from a delivery person who said he was on his way and would be there in 15 minutes. I had not heard from anyone since leaving the store the day before, so I was lucky to be home when the delivery arrived. But what if I wasn't? No one had called to schedule a delivery time.

After the sofa was delivered, I noticed that one of the arms was not as stuffed as the other side and didn't match. It was like there was no padding, and all you could feel was the wood frame inside. You could see from the front to the back where there was no filling. I called customer service the next day to get it replaced. However, the process was frustrating. I had to take 5 to 7 photos and email them to customer service to explain the situation. I didn't hear back from them, so I had to initiate a call. I was told that someone would be calling me back, but no one did. I had to call them again and again, getting more and more upset that no one was returning my calls.

Finally, someone called me back and said that they had to send someone to "inspect it." I had only had the sofa in my house for less than an hour and had already noticed the defect. I sent them photos, but now I had to wait for someone to come and "inspect it." Again, I got no calls back. Days later, I called them again, and the girl told me that they were going to repair it for me. I was not happy with this solution, as I had not had the sofa for a year, and it was still under warranty. I wanted a new one, not a repair. I told them to come and get it, and I would have my manager call them back. Again, days later, I had to call them again. By this time, I was calling the store manager, not even dealing with customer service because I was so angry.

Finally, I got them to swap it out for a new one. It was supposed to be delivered on a Saturday, but once again, I got no calls to give me a time frame. I was told on Wednesday over the phone that it would be Saturday, but they tried to schedule for Friday, and I said no because I couldn't be home. I work all week during the day, so it had to be Saturday. I was told that someone would call me to give me a time frame, but once again, no one called. I had to call customer service twice that day to get any information. It was frustrating and disappointing.

Overall, my experience with Ashley Homestore was not a good one. I would have preferred to get my money back at this point, but I'm sure that would be a fight too. I hope that they can improve their customer service and communication in the future.

I gotta say, I'm pretty bummed out about my experience with Ashley Furniture. I wouldn't recommend buying furniture from them, to be honest. I ordered a whole set - a couch, love seat, coffee table, and end table - back in November, with a delivery date of January 23rd, 2022. But when I called to check on the status of my delivery, I found out that they had changed the date without telling me. Not just once, but multiple times. Now, my expected delivery date is March 6th. I get that shipping delays happen, but this is just ridiculous.

What really gets me is that I had to schedule my delivery date around my work schedule, and Ashley's just went ahead and changed it without even letting me know. They don't seem to understand that people have jobs and can't just be available whenever they feel like delivering furniture. And they don't communicate with their customers at all. It's just not acceptable.

I've talked to the Stockton CA store multiple times about my delivery, and apparently the coffee table and end tables are sitting in a warehouse less than 30 miles away. But they didn't deliver them because I didn't specifically request it. So I scheduled another delivery for January 23rd, but no one showed up. I couldn't even get through to the store by phone, so I had to go in person to find out what was going on. And they told me I wasn't even on the schedule for delivery. So I rescheduled for January 26th, just for the coffee table set.

As for the salespeople, managers, and customer service agents, they all need some serious training in customer service and communication. They seem to forget that without customers, they wouldn't even have jobs. With this kind of treatment, it's just not worth the hassle. I'd recommend buying furniture elsewhere. Ashley Furniture should really compensate their customers for all the inconvenience and frustration they've caused. I know I won't be buying from them again.

I bought a coffee table from Ashley Homestore in Coquitlam in July 2022. They said it would take until September to arrive, but when it did, the tabletop was warped. I called customer service and they said they would order me a new tabletop, but it took two months to arrive and when my husband went to pick it up, it was the wrong color. They said they would reorder the whole thing and deliver it to my house, but when I called in January, they said there was a new customer service department and they had no record of me waiting for another tabletop. It had been seven months since I made the purchase and I was frustrated, so I asked for a refund, but they refused and said they would reorder it for me, which could take another 1-2 months. The supervisor at customer service was very rude and refused to put a manager on the phone, but when I finally spoke to the manager, they said I only had three options and none of them were to refund me for the coffee table. I felt trapped in this nightmare of a purchase and was punished for their own mistakes. I will never purchase from Ashley Homestore again and will continue to blast them on social media until my situation is resolved. They now have until Feb 3rd to get me my coffee table, but I am in tears and don't even want it anymore. This is unacceptable service and quality and something needs to be done about it. I expect a reply and follow up to my complaint.