Ashley HomeStore
Reviews and Complaints

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.

My husband and I are in the market for new living furniture. We looked at some Ashley end tables and a matching cocktail table. Ashley Furniture Showroom wanted $850 for the cocktail table and $450 each for the end tables.That was nearly double the price for the same items at Living Spaces.How can the Ashley Furniture store charge more for their own product? ...they should be less as there is no middleman and get their product directly from their own warehouse.The only thing I can figure is that they double the price to get higher commissions whereas Living Spaces does not pay their salespeople commissions.A call to the BBB might be in order!

I went into Ashley Furniture to purchase a sofa on 09/05/2011( looking to get a good deal since it was during the Labor day sale) I spoke with the salesman Mr.Sacco, explained my issues about my back I have degenerative back disease told him I was looking for a sofa that had very firm cushions because of my back This sofa was the worst choice for my needs..To make a sale with out listening to the consumers needs to be addressed especially when the consumer.is disabled.I have called the store and tried to get in touch with corporate with no return.I hope you can help me
Thank You,
Salvatore Mirabile

Last year I purchased a new bedroom set from Ashley Furniture. 18 months later one of the bottom side rails of the bed is broken. I know that the 1 year warranty has expired, so I call the store where I purchased the bed and they told me that the model bed I bought LAST YEAR has been discontinued and parts are no longer available. My problem is that the side rail is a simply one, there is no ornate decorations or markings on it and if it's possible to purchase another rail set from a similar style and color of bed, When I received an email from their customer service department stating that each style of bed is made differently so therefore I won't be able to purchase another rail from a different model and MAYBE I should try using a metal bed frame instead. It's unfortunate that they didn't give me that information 1 year earlier where I would not be out $600 on a bed frame that only last less than 2 years. My suggestion to anybody looking to purchase furniture is to save your money and don't buy anything from Ashley Home Furniture.

On 09/24/2011 my husband and I went to Ashley Furniture in Tukwila, Wa. Our salesman Jasun sold us an "all leather" 3-piece living room set. The loveseat and sofa were delivered on 10/13/11 and the recliner on 10/18/11. All pieces are power operated. When the recliner was brought in and set up, they couldn't get it to work. I told them to take it back that I wouldn't accept it like that. They quickly got customer service on the phone with me to convince me to keep the piece and they would send a technician out on 10/29/11 to fix it. After they left, we started really looking at the furniture and realized it isn't leather at all, it's vinyl. We paid $2, 200 + tx + delivery + warranty. Our total bill was $3, 440.64 (2 stands included) paid in full 3 1/2 weeks before anything was delivered. We were expecting leather. We paid for leather. Thats not what we received.

I am soooooo upset! Ok, so my ashley's furniture was delivered today over an hour ago and I examined the furniture while the delivery men were here did not see nothing wrong. I left for a few came back in the house and started examining the furniture some more to find the wood on the love seat coming off, the material on both pieces are riped in the left side corners, the wood piece on the sofa has some little chipped pieces (Not noticeable unless you are on your knees looking close), and I just noticed the wood (From the inside) is showing on the sofa too! I am pissed! & the lady going to ask me "did I examine the furniture" well of course I did, I am only human... Anyone can take 5 minutes to examine something & not notice everything!

Now I have to wait for a "technician/inspector" to come out friday to see if I can get some "new pieces" r u serious I just spent cash on this furniture! I want a whole new livingroom set.

This is not a way to treat your "paid in full" customers!

The store location where I got my furniture was sterling, va... This store has some rude sales associates, they do not even speak to the customers when you enter the store. I only purchased because they are the only 1 near my house.

I need to speak to a district manager, the ceo, or someone above the store managers (Who has not called me back as of yet).

Long waiting time, un realistic shipping cast. For $300 item shipping cast is over $350.

We ordered a Storage bed for $300 through Direct Buy website. The manufacture is Ashley. At the end with shipping handling, duty and tax it came to around $850.00. since I was in a rush I decided to order regardless of the price.
Order was placed on January 12th. 2012. after several phone call, direct visit to the Direct Buy store finally I was able to pick up the Bed on April 20th.
Over three month after I placed the order we pick up the bed . But there is a Railing is missing and without that we can’t assemble the bed. Now they ordered it and as of today it is going to take another few weeks since it is back order.
I spoke to Direct buy and wanted to cancel the order, they stated I can’t cancel it. I ask to refund the unreasonable sniping cost, they are blaming Ashley.
It is not fair to charge over $350 to something they couldn’t deliver on time.

But Direct Buy or neither Ashley furniture is not taking responsibility and I have to wait until I receive it.
Paying over $5000 membership fee and $350 yearly renewal fee I expect more fair treatment than this from direct Buy.

I had this Kellum Chocolate couch for 1.5 years, all of a sudden the coating on top of the leather ( Bonded ? or Sauvage Leather) has emulsified down to what looks like a smooth Naugahyde leather. Ashley said this if from HAIR JELL who would think is 1.5 years my couch looks 5 years old. Company did not even offer me parts and I install them or at my cost can repair the couch.
if Hair Jell did this there should be a warning, my wife had cancer and did not have any hair and I am bald and do not use anything on my naked head, Ashley is HORRIBLE. What can I do...
Today they said I could buy the parts to replace the leather... Crap or not ?

Paid cash for a sofa sectional Feb 25th 2012.
Was quoted a deliver time of March 10th 2012.
March 17th 2012 still no sofa. I called in to find out when it would be in, and the sales person told me that it would not be on the truck to them until April 6th 2012, and then It would be to me a within 2 weeks.

If it was disclosed to us at the time of purchase that it would be 6 to 8 weeks delivery, instead of the quoted 2 weeks i have in writing, I would have gone someplace else.
What worse is that the sofa is still at the manufacturing plant and not be been shipped/stocked, and Ashley furniture will not refund me unless I pay a 25% restocking fee.
This is outright theft.
There is nothing to restock.
Do not do business with this company.
As I see it, I entered into a contract with Ashley Furniture where I agreed to pay them some money, and they agreed to deliver me a sofa on or around March 10th 2012.
They are clearly in breach of that contact.

Purchased a sofa from the store today...was told delivery would be in 2 weeks...after paperwork was signed...we looked at the sale when we got home and noticed that the date they wrote down was 6 weeks away...When we questioned this...the saleswoman we had just talked to 3 hours previous now called us liars and said she told us 4-6 weeks...I said I wasnt waiting that long and wanted to cancel the sale at which time we were told..."ALL SALES ARE FINAL"... I then asked for a manager...he became combative and refused to issue a credit to our credit card company...nasty people there after the sale...I informed him I was going to call the credit card company right away and also intended to file a complaint with the Attorney General ...Bureau of Consumer Protection. I called the credit card company right away and they said I had to wait for 2 days...but that at that time the sale would be cancelled by them. I know you have 3 days under the law to cancel a contract...the stupid manager said not in retail...who is he kidding...I can by a new car and cancel that sale within days...So bottom line after standing my ground...the manager knew I meant business and issued a credit to our credit card...Dont let people at stores bully you...We all have rights...this company is definitely bad business...underhanded and deceptive in their business

1. We bought a new sofa with 5 yr. warranty. After 3 yrs. we reported something wrong with it. The warranty company inspector claimed the spring (in sofa center) had broken and that our sofa would be replaced. Prior to this, we moved the sofa from our carpet to a bare floor to allow installation of new tile floor. The sofa was then carried to the new tile floor. When the warranty inspector examined the defective sofa he failed to turn it over and find that the broken spring protruding through the bottom of the sofa was dragging on the new floor and scouring it. This was not discovered until the new sofa was brought in. So, 4 new tiles, 9 sq. ft., have been ruined. Even though Ashley is responsible for this damage, they have denied it in a completely irresponsible way. In addition, we had to buy another warranty on the new sofa and were not reimbursed for the unused part of our original warranty. To add insult, Ashley warranty people had told us that the original sofa was not in stock (as a replacement), and that the spring manufacturer no longer made that part (spring). That is why we had to make a special trip to the store to pick a new sofa. Finally, Ashley refused to take back the old sofa or even help us to move it outside so we could get rid of it. We have a picture of damaged floor but don’t know how to send it.

2. We bought a love seat from Ashley, a nice product that we liked in the store. After we had it brought into our bedroom, with only three days of usage, we found that we did’nt like it. We wanted to replace it because it was too big, too expensive, and that both of us had an allergic reaction to it. Mine was a rash on the back of my neck from reclining my neck on the arm of the love seat. Ashley claimed that our 14 day return policy had expired and that we would need a doctor’s statement on our alleregic reactions. All I did was clean off the chemicals from the finish of the new sofa to remove the allergic threat, much like cleaning a new carpet. In any event, we received no personal consideration in this matter. To add insult, Ashley had postponed scheduled delivery of the love seat at least once. Not all charges for this item were fully explained to us.

3. From item 1. above, we would have had to pay a new delivery fee for the replacement sofa, but we piggybacked this fee with the delivery fee of three end tables we also bought from Ashley. These tables were delivered to us in filthy condition much as would be a new car that had been driven through rain and mud. We cleaned these ourselves.

Ashley Furniture Homestore
I 35 North and 1604 – 7919 Pat Booker Road, Live Oak, Texas 78233
[protected] | www.ashleyhomefurniture.com

I purchased a couch in September with cash. I experienced creepy salespeople at the time and should have taken it as a omen of what was to come. When my furniture was delivered to the Regina store, we picked it up. As we had also bought an upright freezer, my husband was prepared to make two trips to bring the items home, but the warehouse staff told him not to bother, that they could set the couch on it's end and it would all fit in the truck bed. Then they hoisted it up on the truck on it's end. My husband figured, they must do this all the time for them to suggest this. Well, it fell off enroute. I was infuriated that a legitimate furniture store would even suggest such a thing and I told them I was returning the couch and I wanted my money back - it was the end of the road with my dealings in that store. Instead, I got a store manager who started the conversation off insulting me and my husband and telling me I was out of luck - that I had to contact Winnipeg. I left my damaged couch in their warehouse and stormed out of the store. But Customer Service wanted no part in helping me, appeasing me or fixing the situation. The same mantra is now repeated over and over and over again every time we call - the parts are being shipped, it should be ready next week. 4 months - that store has had my money. I have received noting but grief, insults and lies as interest. I did not know stores, in this day in age, could rip off people's money so easily. Ashely furniture claims their stores are so great because the people that own them and work there are part of the community. Well - maybe they live at the Correctional Facility because they are crook, pure and simple. I have run out of options to try and get my couch back to me - intact - or my money refunded. HELP!

I have had an absolute horrendous experience with ashley furniture and will never shop with them ever again. I ordered a bed from them on 11/5 and scheduled delivery for 11/19. The delivery experience was unprofessional - late by over an hour, didn't speak english, showed up in a rental van, and didn't have all of the pieces for the bed. Phone call after phone call, and multiple story tellings later, I was given the run around and told that the manufacturer screwed up and they'd have to re-order the foot board. Another 4 weeks later, we schedule yet again delivery for the foot board.. The day before delivery, when i'd normally get a call confirming a window of time, I get a different phone call from the store manager saying she 'screwed' up and they don't deliver again in my area until the end of the month. The best she could do was work something out for next week. After 8 weeks of dealing with this, it would be typical for me to schedule delivery next week only to find out that something else went awry. I am completely disgusted with how they treat customers. I'm sick of hearing "that's the best we can do, ma'am". I am still without a working bed, and now I have to pick-up the thing myself and cross my fingers it's correct. What a disappointment! Do yourself a favor and shop elsewhere. Macy's, bob's, west elm, and r&f always put the customer first and would be completely embarrassed to ever find out someone was treated like this by their associates. Never again!

I have been dealing with Ashley Furniture and their abysmal service and outright lies for almost a year now. We bought a leather sectional from them and bought the extended warranty. The salesman told us all the ways the couch would be covered, which were outright lies. I have a couch that is virtually falling apart and none of the issues are "warrantable" issues. I have dealt with probably 50 different people in customer service, with each person telling me different things, and making up different rules. As a young family, it is devastating to have a large piece of furniture like this be such poor quality...we can't afford to buy a new one. I have been given the run around for so long and it's sickening. Every time I contact them they pass the buck to someone else who knows equally as little. Before you answer your standard "each Ashley store is independently owned" remember that is crap and we are all referred to corporate customer service to deal with our complaints...the store won't deal with it at all.