Ashley HomeStore
Reviews and Complaints

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.

Bought a small floor decorator item, value $16.
Was under the mistaken impression by previous encounters and purchases of a 30 day return policy. Asked to speak to store store manager.
By the end of that conversation, I have no desire to return to that particular store. She ripped me a new one with her condescending and rude people skills. Never yelled, just quietly and professionally told me what she thought of me. I was not yelling and she admitted as much. She then stated if the money was that important to me she would approve it. That shows the store runs its own policy and there is room for independent judgement on each situation. This was not a win/win but a win/lose. She lectures and makes the customer feel bad then offers to accept the return. Wow. I was floored and stated I'll keep the item and box it up. No use for it. With so many stores with such a no question, no hassle return, you'd think the customer wouldn't have to go through the conversation I did. I had the receipt, too. I hope Ashleys can use that $16. They must need it worse than I do.

I bought TWO reclining sofas from the Ashley Furniture store in Springfield, MO. After one month of light use - the seat cushions were broken down junk. Their claim, "the seats conform to the bottom of the user." I am so sorry I wasted my hard earned cash buying furniture in this store. Their furniture is beautiful on the outside - if you don't plan on ever sitting on it. Not only were did we find the sofas to be made cheaply, not durable, but the physically are uncomfortable to sit in after ten minutes or so. I own two sofas that are not functional in the least bit.

Then, we have the issue of my salesman not being in the store the day I made my purchase. The "store manager" handled the transaction for us - assuring us that he would receive his commision ... he never did. Dishonesty from the manager is a real turn off.

Can't say I'd ever buy anything from them again!

Beware buyers! Their furniture is beautiful - but read their company reviews and heed them! In this economy, you want to spend your dollars and enjoy furniture that you can use and be comfortable in. Otherwise, you are just flushing your hard earned cash down the toilet.

WATCH OUT FOR THE STORE CREDIT! Check out those rates.

I recently purchased $1500 memory foam mattress from store and I was told by Sales rep that the mattress can be returned within 30 days. We got serious back pain/back injury just after 1 night of sleep. I thought it may be because of spring foundation or so, so I replaced them with wooden foundation, but no help. Our problem worsened. We went back to store and talked to manager. They simply refused to refund/exchange on the mattress. We were ready to buy higher grade tempurpaedic mattress, but they simply backed out from any claims. This mattress is useless now and money has been wasted. Never ever buy any mattress/associated stuff from ashley. Better to go to any other store that have defined/written trial policies. Ashley furniture sucks!

We bought a leather sofa and loveseat from our local Ashley Furniture Store here in Arizona three years ago, along with Ashley's 5 year extended warranty. When it was delivered, the leather on the sofa cushions did not seem to be as high quality as the rest of the leather, but we didn't worry because we had a warranty and we had cleaning people who conditioned our sofa every month. When the cushions developed cracking and peeling, we called Ashley furniture with confidence that they would take care of us. Ashley one-sidedly decided we had not properly maintained their leather, despite our documentation to the contrary, and refused to take care of the problem. We are terribly disappointed with Ashley's product and their customer service.

i bessie jones alone with my daughter on feb 24, 2010, i talk to a man name michael hart to help my daughter get some furniture.michael hart did a credit app on both myself and my daughter, my daughter had really bad credit, but my credit was very good.wells fargo gave me the credit line for 2800. michael hart told us myself and my daughter erica knight that he want run my credit with another bank to see if they would give more, michael did this because they stop useing wells fargo this same day feb 24, 2010.the other bank only gave me 2200, now this is where michael hart wanted to do all kind fraudulent things with both bank talking out loud to both myself and erica knight .i told him then that i dont like how this going and i want my papers back, so i will shred my information, michael hart right then said miss jones ashley furniture has a shredder in the back, you dont have nothing to worry about, i will take care of it myself.when i let there that day, myself and erica knight did not purchase nothing. i thought i would have to worry.two months later april 10, 2010 this person wendy williams has type in my name and stated that i gave her 551.50credit cash, that wendy williams refunded me the money back to gave to erica knight. now this all lies, if you call my job april 10, 2010 they will tell you i was at work, out of the state of florida at that time this went down, i work for a.duda&sons drive a 18 wheeler truck.so there is no way i could of gave money to any one.now mind you all the papers that i gave money and refund the signature all are blank.even the paper where there type in my name for erica knight to get the furniture out the store, my name is blank, her name erica knight is the only signature on all the papers. and they used the suppose credit that was shredded, o by the way erica knight did not make not one payment on this furniture, because it was not in her name.they gave away free furniture, because i will never pay for something i did not sign for. how crazy is this!