Ashley HomeStore
Reviews and Complaints

I recently purchased a dining set and a matress from Ashley Furniture. The matress is a national brand item and I had no problems with. The dining room set is manufactured by Ashleys and is of very poor quality. If you bought a service warranty from them, forget about it as they will just pass you from one phone number to another with no results. The bench that I got with the dining room table caves in the center and the table, once the leaf is put in, caves in the middle as it has poor support system. I took the bench apart and built slats under it and now it works find. The table, I would have to get some 2X4 and would be a weekend project. However, I would definity not recommend Ashley furniture as a source to buy from. Poor product and poor customer service. I would rather pay more and get something that is going to work right and last this the junk I got from them.

Do not buy anything from this company! I purchase a leather sectional with a ottoman for over 2900.00 with a three year warrenty! One my leather isn't leather it is a spray on leather look! And it is not look like it is 15 years old and it is only 1.5 years old. My brown leather is now turning orange all over it. And for that warrenty forget it. The warrenty department blames it on normal wear. Quote from the warrenty department in less then 6 hours after I sent them the pics."thank you very much for sending in your photos. I am very sorry to inform you the finish has rubbed off the leather. The manufacture calls this discoloration which could happen overtime with normal wear. This is not a manufacture defect not covered under your warranty. Thanks again." do yourself a favor do not buy from ashley furniture you might as well throw your money out the window if you do! Here is only 4 pics/ locations on my sectional out of 18 pics/locations!

My Mom purchased a livingroom set from Ashley furniture in July of 2010. When the furniture arrived there were darks spots on the material of the cushions. We notified Ashley and they said that they would replace the set for us. One month later we still did not have the exchanged set instead, we were told that this particular set was not being made anymore!

Now it is January 2011 - the same set is falling apart. The frame of the actual couch sits approimately 4 inches from the base of the couch and has caused the cushions to smash down in the frame and makes you sit like a taco! My Dad actually had to place a 4 inch piece of foam under the cushions of both the couch and the loveseat! Who should have to do that - it's a 6 month old livingroom set!

Ashely sent out a technician who told us that the cushions were all within manufacture requirements except one! The frame was in tack (yeah, but 4 inches below the base)! We were told we could deny the service recommended and request our money back.

This being said, we did just that. I was told by Stephanie at the Draper, Utah Ashley store that since my Mom took the 20% discount (it was really only 15%) and since the 30 days from the date of purchase has passed, there is nothing they could do! Really, shouldn't furniture last longer than 30 days? The 15% discount that was given was given on the mateial only...the material only was also being covered by a 5 year warranty that cost $129.00! Funny, the material and the livingroom set are know longer being made - I wonder why!

Long story short folks, I would recommend you shop elsewhere. Utah has some awesome furniture stores - Ashley is definately not one!

Kriston - Salt Lake City, Utah

The DM, Alex, was incredibly rude to me. The have a Holiday coupon valid until Feb 28 2011. $50 free. I wanted a box of leather furniture cleaner, the exact product with the exact coupon I used last year. This year, they would NOT honor it. I asked for the documentation for the change. He refused to produce it. I asked for his manager. He told me to "hop on a plane and fly to Arizona". He called me crazy, and said Ashley didnt need my business.

$400 Sofa Table Model T333-4 3 yrs old - finish cracking (made in China)- Store says warrantied for 1 yr. I have lamintated wood furniture 50+ yrs old and in good shape. Very unhappy with Ashley's furniture! Personel at Ashley Furniture said they can give us a name of a furniture repair person who charges $45.00 per hour. I paid $1100.00 for a king mattress, box spring and frame (no headboard). It felt like I was going to fall out of bed when lying down. Personel informed me that it was because I had purchased a cheap mattress!

Bought 52" mitsubishi tv 01/10; need service from 5-yr warranty I purchased with tv. Warranry service is nowhere to be found — very dissatisfied with lack of customer service skills. New manager of two days said she'll find out! Doubt it since no-one could tell us delivery date of high dollar products purchased. Cousin purchased $1200 furniture - pre-paid; nothing - no money returned, no furniture - not even a promise to do anything! How does ashley furniture officials sleep at night being so dishonest with hard working retired people!

I went to the Ashley Furniture off of the 215 and Decatur to buy a chair. I pretty much expected to just be able to walk in, buy the one I wanted and walk out with it. Didn't happen.

The guy helping me was very nice and personable but when he looked to see what they had in the warehouse his computer showed that there were 7 chairs in the warehouse, one good and reserved for someone else and 6 damaged. I couldn't get one from the warehouse until nearly New Years. I wanted the chair for Christmas.

I asked if I could just buy the one out on the floor and the manager refused to sell it to me. Why is it that I could go to a car dealer and drive off with a brand new vehicle the same day but I couldn't buy a chair at a furniture store?

I went home looked up the chair I wanted and found it on line for $50 cheaper with free shipping. It may take a little longer to get it but since I would have had to wait anyway I might as well pay less for it. Ashley Furnitures loss! Too weird!

I bought furniture from Ashley Furniture in Albertiville Minnesota. The drivers showed up and my wife was alone for the delivery. It is winter and messy outside. They informed her that it was inconvenient to take off their shoes and made a mess of the living room. When they were done they made sure she saw a handwritten piece of paper on top of the official papers. It said, "tips appreciated". They clearly intimidated her and just stood around and stared out her. She gave them $10. The head guy said he could not spread around $10 for three guys and just looked at her. She felt uncomfortable and gave him $15. He finally left and took the money and his piece of paper. Almost criminal. I called the local store, delivery outfit, and emailed corporate in Wisconsin. In total the best they could do was refund the $90 delivery fee (the $15 was kept) and called and said the guy was suspended and thanked me for informing them of what happened. To be honest I don't think they checked into or did anything. Why would I? They took $15 and made an offer of nothing. I told them I did not plan on ever going to their store again and would relay this story to others. No apparant concern about my or anyone elses future business. Just oh well, here is your delivery charge back and see you. Never will step foot in this business again in my life and highly recommend you don't either.

First big mistake, purchased one dining set, one sectional sofa, one bed, and one dresser and paid in full from one Ashley store at South Common on 10NOV07; waited for almost two weeks for delivery because the saleswoman totally forgot us; finally the delivery arrived on 10NOV20 but we found as many damages/ scratches as possible on the bed and table, all four corners of the table top were damaged, one piece of the strip broken and sticking out on the dresser, and one cut on the leather sofa. Called the Ashley customer service immediately while the delivery guys were still on scene; was told that the problems would be taken care of as soon as possible.
We then made the second big mistake by accepting the delivery and paid for the delivery fee. On 10DEC03 one guy came and inspected the damages…..pictures were taken and comments were made to our sympathy. The nightmare then began: first a woman called back stating the furniture was sold as it was and we had to accept what we got; after I suggested they to consult with the saleswoman about the condition of “what it was” first before simply slamming the door in my face, another woman called me and told me that they’re giving me a “favor” to allow me the same amount of in-store credit within one month.
We then made numerous trips to the Ashley stores all over the city with no luck and the dead line was fast approaching; called them again and this time was told either to accept the furniture or get 75% refund as they would charge 25% for re-stocking. Tried to talk to one supervisor but never was able to as all the persons you talk to would just tell you “No supervisor’s available” with that “whatever” tone.
Now I realize I am just like so many other victims of Ashley ------ a piece of meat on the chopping block once the payment was made. Maybe they do have quite a few good stuffs in the show room, but what you’ll get is different; what’s worse is: there is no after-sale service at all. Their customer service only tells you one thing: the Ashley only wants your money and they don’t care you!
Because of the “Grinch” --- Ashley, we had a very unhappy Christmas and New Year! So sick and tired of Ashley, will never buy anything from Ashley again!

I have never stepped foot in a Ashley Furniture store though it has come to mind with buying a house recently .Unfortunately that has changed finding out how they treat there as I shoud say disposable workforce. For instance they have no set schedule so they come in at a floating time and work them beyond there means till whenever the hell they feel like they should go home or when they are done with them . like telling them to come in at 10 and working them till 8 or whenever and then to come in an hour earlier and work the same way . This is slave labor and they use there workers like they are disposable this is ### and should be stopped. There should be more regulations on this what I call there cheap labor. I will never spend a dollar with this company nor any company that will support this way of work .

I put in a complaint 6+ months ago that when they moved my furniture they broke the leg on the couch. I have still been making my payments every month and still has not been fixed. Back in October 2010 I put in another complaint to have it fixed and a guy came a week later said he had to order new legs for the couch that are not the original legs and would be smaller than the legs that came with it. He said he would be back in about a week and now 2 months later it still is not fixed. They called me this morning asking me for my payment and I stated I'm almost done with my contact fix my couch you will get the payment. Chris the manager said he would take me to court so I refuse to make a payment. Called corporate and a Matt Wood said he would write off the account but I would no longer be able to do business with them. I said that's fine I don't think I would do business with you again anyway. He then stated that he was going to put in the computer that I didn't finish my contact. If he wrote it off I finished my contract so I don't know how he can say I didn't after waiting 6+ months for repair I think that is default on the contract on their behalf not mine so I should not be written off as not finishing my contract...

These people are the most incompetent group of individuals I have ever had the pleasure of dealing with. Initially they wrote me in for the wrong delivery date so the delivery truck was at my house while I was at work. That problem got resolved, they came out the next day with all the wrong items and even those items were missing pieces. I went to the store and they said that someone had entered the information on the computer wrong, so that problem seemingly got resolved. I was very patient throughout this entire ordeal. The next day I never recieved a confirmation for the time and date that I had prescheduled, so I took the liberty of calling them and they told me it was en route. I told them that I was at work and could not be home and the woman on the other end told me she couldnt stop the delivery truck once en route. I called my girlfriend to see if she could go wait at my place for them, she waited six hours when it was only supposed to be a three hour window. Nobody there was able to help me and answer my question as to what was going on; meanwhile the phone no. they were directing me to was left unanswered by any customer service agent and the manager was impossible to get on the phone. Tomorrow I am going to demand a full refund which I am positive will be like pulling teeth. DO NOT SHOP AT ASHLEY FURNITURE.

I bought a bed & a few other items. They offered the no interest so I took it. I have excellent credit so why not? They lied about being able to pay online (you cannot). They refused to stop calling when I was burying my family member because I flew out w/out mailing check but wouldn't take payment on the phone either. ###s every single person involved w/ASHLEY. I am paying off this today & I will continue to tell anyone who asks just how much ASHLEY FURNITURE SUCKS!

I bought a sectional from Ashley Furniture in Bellefontaine, Ohio almost 2 years ago. I bought for 5 years no inetest on an Ashley store card with a line of $6500. They promised 2 weeks delivery and it took almost 6 weeks and the order could not be cancelled, they have a no cancellation policy for all orders, regardless of reason. Even after that experience, I went in there today and it proved a waste of time. 1. Their sign as well as local print ads said "NO INTEREST FOR 4 YEARS" after making our selection and checking out, we were told our purchase was 12 months no interest with no explanation for the difference. 2. Our purchase was for approx $850 and we were told loudly, in the presence of other customers that our card was denied (the limit is $6500, the balance is $830 and this purchase is $850) the math does not work out. The "manager" supposedly called someone reagrding the credit and very loudly said our name, card number, address and situation over the phone so everyone in the store could hear it. He hung up and then very loudly said it was denied and they would send a letter explaining. I think they should (and I thought were required by law) discuss credit matters more quietly and privately. So, they bait & switched me to get me in the door, lied about the financial terms and embarassed me and possibly jeopardized my financial information by discussing it so loudly. Don't go there, they are terrible.

I ordered a bedroom set of a particular style. They delivered a different bedroom set of a different (and, of course, cheaper) style. They refused to acknowledge their error, and in fact insisted that they had delivered what I had ordered. I have never come across any business in any field that cared so little about basic standards of honesty and customer service. My advice: DO NOT buy Ashley Furniture.

We purchased a sofa and loveseat, the sofa did not fit in our basement, so they told us they would return it in pieces next week, and someone would put it together in the basement.. first off.. we sat home for 8 lousy hours awaiting delv.. and when we called.. they said, it was never on the truck.. (we had already been charged 190.00 for the redelivery, and to put it together) so i call, and they said.. ok. its coming next sat.. when they showed up.. it was the wrong furniture.. in pieces! they took apart some other persons furniture.. and lost my friggin sofa? i went to the store.. only to find that a manager.. a manager is not able to refund my money? are u kidding? i spoke with a manager wade.. the day of the mis delv.. and they failed to even call me back.. its all bs.. HORRIBLE CUSTOMER SERVICE, CLUELESS MANAGEMENT.. AND THEIR WAREHOUSE.. HAS NO IDEA WHAT THE RIGHT HAND IS DOING.. .. THEY JUST SUCK.. AND I WOULD NEVER PURCHASE SOMETHING FROM THERE AGAIN. ID RATHER SIT ON EGG CRATES..

We bought a recliner and couch (with recliner on each end) from Ashley at Superstition Springs Mall in Mesa, Arizona. Just two months later, the leather started flaking off the back of one side of the couch, which we had hardly sat in at all! Because we had paid extra for the warranty, they sent out a repair person who "painted" the color back on and sealed it with a hair dryer. OK, we put up with that. Then just over a year later, I noticed it was doing it again AND the chair that matches the couch (which my husband uses ALL the time)was flaking also. I drove to the store to speak with them and was told nothing could be done as even though we had the extended warranty, it doesn't cover normal, everyday wear. Also, the seat on the couch was/is all bunched up and we have NO children or anyone else who abuses this furniture in any way! I left there in TEARS. This was our first NEW furniture since the early 80's and it is RUINED and looks like crap! Because of the size of the couch and the reclining sides, I can't even get a slip cover for it. I have a comforter over my husband's chair. Now I see that the seat of his chair is flaking, too! A good friend of mine, whom I met AFTER all this happened has the same couch with problems also. Her stitching is coming apart. WOULD NOT SUGGEST BUYING ANYTHING FROM ASHLEY FURNITURE. When I am able to get new furniture (WHEN, I don't know!), I will be getting it second hand from Craig's List. Nothing new for me EVER again. The Ashley Furniture Stores need to be out of business for good!

On 10/05/10 we purchased 2 ove seats and a couch from the Avondale store. They told us we would get a call to set up a delivery time for the next day.We were woken up at around 7a.m. the next morning by the delivery truck, no call to set up.When we accepted delivery on the surface the furniture look alright. Later on that morning when we actually sat down on it we found that the seat cushion on one of the love seats hangs over the edge to much and gets caught in the mechanisum when you try to open and close the recliner. this is not a loose cushion so it is not like you can push back or move it . It is fixecd to the frame. So then we tried the other recliners and found that they all had problems. We tried thru out the same day to call customer service and their line was always busy. Finally we got thru the next day and were told they would e-mail thestore our complaint. Just to make sure we went to the store and talked to store manager. We were told that they would refund our money minus a delivery fee and an additional pick up fee.A total of $159.82 that are down the drain. In the first place it is not my fault that they sent out defective furniture. I have to send it back because it is no good, why should I be carged for them to take back something they should not have delivered to begin with. Okay when we were at thestore the manager said we would be call within 24 hours to set up a pick up time. We waited more than 24 hours and no call. we called the manager again on the next day after the time had passed and he assured us that he would see to it that the furniture was picked up the next day, that was on a Friday. Friday came and went no call not pick up. We talked to manager of Sat. and he was going to get right on it and call us back, no call, no pick up. he was unavaliable the rest of the day Sat. and Sun. We asked the receptionist if she could check and see when we were scheduled for pick up and she told us not till the 15th of October which is more than a week after we reprted the problem. Today is Mon. Oct. the 11th, we called thestore this morning and talked to the same manager and told him that we needed to have it picked up sooner as we were planning to leave Thurs. on a trip. He said he would get right on it and call us right back. You guessed it no call yet. He never even made and excuse for not calling us back even to let us know they weren't coming. We wasted all weekend waiting for a call or someone just to show up like when they deliverd. Nothing, Nada I am very dissapointed that in todays economy they have no more respect for their customers than this.Everybody has to sacrafice right now to be able to buy furniture. You would think that they would check out their furniture before they deliver it and stand behind their word when thaey deliver dameged goods. I think they probably figure they'ss atleast make money of of you on all the delivery and pick up fees. Our next step is BBB and 3 on your side T.V.

Bought a couch through Beiters Furniture and purchased the Ultra Sheild 10 year fabric waranty. To cover any damages like accidental tears and cuts. When our dog got caught on the material and caused an accidental tear. I called the Ultra Sheild representative and made a claim. They told me that pet damage is not covered by the policy eveen though that it clearly states accidental tears and cuts. My problem is still ongoing with this complaint.