Ashley HomeStore
Reviews and Complaints

Purchased furniture in July, paid in full. Promised 4 week delivery date.

Started calling in August when they did not call to set up delivery date.

Was told that part of furniture on back order and not available until Sept 7th. Called in Sept and told now Sept 17th. Called on Sept 13th and now told back order until Sept 26th. No guarantees, no firm promises, no concession for the inconvenience to the customer. A deal is not a deal if you pay for everything 2 months in advance, including the delivery charge and then 2 months later you still have nothing to show for your money spent.

In this economy how can a company stay in business with this type of service?

We will never buy from Ashley furniture again. We realize it is not a high end furniture store but that should not make any difference. I order things from Target and they are shipped with fail.

Now we are at their mercy because if we cancel, they will not refund us.

So now they are willing to deliver part of our order but don't have a date for 12 more days. And at that our order still won't be complete.

This is absolutely horrible service. Save yourself the headache and frustration and shop elsewhere.

We purchased 2 bedroom sets from Ashley's on 8-6-10. After the last promised date of 8-30-10 we still had not received phone call for delivery. When I called they told me the furniture was on back order. When furniture finally arrived to warehouse, scheduleing delivering was a nightmare. They kept changing delivery dates claiming I made changes or my husband made changes when neither did. Delivery finally set for 9/14/10(roughly 6 weeks after purchase). 2 days before delivery they call to tell me one bedroom set is broken and will have to be reordered, apprx 2 wks. They deliver izone bed. Whne we tested the audio it did not work. I called to make complaint and they told me they would send a tech out to fix it. One week later a tech comes out and tells us he does not know anything about electronics, wasn't even familiar with an ipod. He told us he was there simply to confirm it was broken. He orders new part and states it will be 2 wks before it will be delivered. We made some calls to CSM and they were able to 2 day expedite the order but not without many phone calls and messages. When new part arrives it does not work either. This new tech states that he does not think ac adapter provides sufficient power to charge ipod. He suggested we go to radio shack and purchase ourselves a different ac adapter. When that option was refused he told us he would place the order for a new part but it will probably not work either. Frustrated, I began calling CSM managers, their supervisor and the store manager. Of course, we never got them personally. We left messages and have not received a call back. We don't even know if we are going to receive a new part. Now, 4 days of work have had to be missed to wait on their people for no resolution! We did finally recieve the other furniture set and upon inspection the bookshelf is damaged. Now we are looking at a couple of weeks, maybe, to get new part. The customer service managers have been a nightmare. They have made no effort to even take an additional percentage off for all the problems and the fact that the bed is still defective. Of course they offer no returns. We are not even sure what other recourse we have. Please buyer be ware, DO NOT purchase a from Ashley Furniture if you value customer service and resolution of damaged products!

I Just bought my bed In Feb/2010 and it now September and my bed broke. They had someone come and take pictures of the broken bed and told me that these bed are no good...he even said if he would fix it that it would brake again so he suggested to add something extra so it shouldn't happen again. I asked him how long will this take to be delivered and fix. He said it will take six weeks. So I want to know where am i suppose to sleep? I have no bed to sleep on. I have no space in my room to move the mattress and sleep on that. They don't care as long as they get your money. I paid 1700 for bunk bed. It's no good plz everyone don't shop at Ashely's. I called the Jersey office that was told to me to be the headquarters for the New Rochelle store. I called and spoke to Isella who was no help I asked her if i could speak to the manager and she told me he isn't available and i asked her to give him my cell number to call. He called my house. I don't understand i stress to her that i wasn't going to be home. I called after and left messages for Rob that's his name to call and i haven't had no call back as yet. I don't understand how they treat their customers and i think they shouldn't be in business. My aunt just order her bed set from them about a month ago and they delivered half of the bed and broke the marble for her bed room set she had to sleep on the mattress on the floor cause they didn't deliver all the items they were supposed to. She had to go on and make a complaint and let them know that she's missing alot of items from her order and they told her they don't have it in stock at the moment. She paid cash for everything. They told her if she didn't pay cash for everything they wouldn't deliver so listen everyone please don't order from them. You will regret that you did.

Ashley furniture advertises that their furniture is made in USA. This is not true. In fact their furniture is made in China then shipped to USA. Shipped to a warehouse then assembled. But the woods, and fabrics are from China not USA. This furniture is made so poorly.Staples sticking out, glue ozzing out. Legs snapping off.You could not give me this furniture for free. The company should be ashamed of them selfs. The company also treats there employees like ***. I had a friend that worked for the company at a store level.This person worked hard, worked over time when needed, never late, never written up. Never a Thank you, a bonis or even a raise after being employeed for nearly 3 years. This person could not take the negitave admisfier and left.

First, there are problems with the two sets kid's room furniture I ordered, they could not assembly the twin size beds together. So they took the beds back. It took me several days to finally reach somebody in their store and the customer service rep to get the status of my order (I called them many times, they always said they will call you back, but they never did). A month later, I finally got all the furniture. But lots of thread on one twin size mattress was broken. So I called the customer service again, they agreed to exchange one for me. A week later, I checked another mattress, and lots of thread on that one was broken too. So I went back to store to discuss the situation with James, who is one of the store manager. He finally agreed to exchange both mattresses for me with different brand. Three more weeks later, they call me that two mattresses are ready, but with balance due on my account. Customer services said I need to talk to the store. So I called them right away, every time, they let me hold without solve the problem, or they said they will call you back, but as usual, they never did. Finally I drove to the store, on my way there, I called them again, and want to talk to James or Wong, both are store managers. They told me James is in Lunch, and Wong is not there. At that time, I just got to store, and James was just sitting in his desk, and Wong is there as well. I don't know why they can lie just like that. Anyway, if you want to buy any furniture, forget about Ashley furniture store in Catonsville, Maryland. They are the worst customer service I ever experienced.

I purchased a headborad along with some other things right before moving...I got to my new house and opened up the headboard that was still in the packaging from Ashley and realized it was broken. I called them an they told me they would do an exchange but I would have to drive all the way to Idaho from Utah to bring the headboard back...I couldn't just take it to the Ashley here in UT and exchange it. The floor manager was extremely rude and had a smart mouth. We ended up spending over $100 dollars in gas to drive the headboard to them and bring the new one home...and didn't get a refund, discount, apology, or anything. I called the store manager after the fact several times and he refuses to return my phone calls. Come to find out the floor manger that was so rude to me got sent home for yelling at one of my friends in the store because she was in there after the disaster with out bed happened and she was telling another customer about it-he didn't like her telling the customer and got angry and started yelling. I will never shop at the Ashley in Meridian, ID again! They were rude, and were not willing to work with me so that I wouldn't have to loose money on a headboard I didn't even damage. Ridiculous!

I purchased a couch back in April, returned it immediately as quality was extremely poor. It is now mid July and after having spoken to numerable representatives including Managers such as Area General Manager Anita Anzar and local Sales Manager Hector Gutierrez, I have nothing good to report about the customer service I've received or better yet, complete lack thereof. I have been treated rudely, been outright ignored, accused of lying, and worst of all, gone in circles chasing less than $400 for a return a month and a half after I personally returned the poor quality couch I received.

From the beginning, the salesperson that sold me the couch lied to me, claiming he was unaware of the % discount a previous representative informed me of, but would "do me a favor." I was later told by another salesperson that this particular person was known to lie to customers. Since the return, I've been accused of not having returned a cleaning box associated with the purchase and was charged $40. I was told the return wouldn't be processed because of the cleaning box, which had been returned but not entered in the system. This dealing was with Anita Anzar who spoke me rudely. Then 10 days later, seeing no return, I had to go back into the store in order to actually speak to someone. At this point, I was told the couch was not entered as returned.

It is now three months past the date of purchase and my return has not been received. My latest dealing was with representative Tay to address her promise to me that I would receive the return no later than this past Wed. It is now Friday. I was told that it was processed with no offer to help further. At a complete loss of what to do as I have not received any return calls from the customer service line [corporate] either, I have to say that I will never purchase from Ashley Furniture again. This store in Ahwatukee has completely tainted and demolished Ashley's reputation. Futhermore, I will look for every opportunity to recommend that anyone I know does not purchase from Ashley Furniture. Ashley lost any business I would have given having just purchased a new home and any chance at a good referral.

I bought my furniture from Ashely Furniture about 3 years ago, and I already got rid of it! After the first year, I had to replace the couch. My husband and I live by ourselves, we don't have any children, and we got a 5lb dog after the couch started falling apart. We both work 40 hours a week and rather go out than have company. All in all the thing doesn't get used that much and it looks like it came from a dumpster! Anyways, this all took about a million phone calls, a million arguements with them, a half dozen emails to the BBB and Attorney General and about 5 or 6 reps jsut come look at it, and all we got was new material to put over the couch. And yes, they will make up lie after lie after lie to try and weasel their way out of their crappy cheap furniture. I have heard it ALL!

The last rep, finally we got a nice customer service rep, blunt out told us that he would never buy furniture from even Macy's. All the new modern furniture is junk, its just the way do it now. My husband told him about a couch he bought from Goodwill when he first moved out on his own and it lasted forever, and the rep told him you're probably better off by doing that. When my husband called the store where we got our furniture he said the guy actually felt bad, and sounded like he was waiting for us to call. And when my husband told him about the whole Goodwill thing, he said the guy sounded like he choked up. lol

Now we finally have cheap handmedowns furniture that are lasting alot longer than Ashley's Furniture and actually look alot nicer! We lost about a grand, but atleast we lived and learned before going back to that hellhole!

I had pictures, but I threw them out along with the $1000 worth of trash!

I bought a king size mattress from Ashley. Before delivery i measured staircase in my home & was concerned that it wouldn't fit, i promptly contacted the store regarding this concern advising them i was willing to exchange for queen to not compromise the king.i was assured it would be fine.

On delivery, it was folded completely in half for it to fit, bending the frame.a problem.i gave it some time but there was a hump in the middle of bed & the sides caving in.iwas also waking w. terrible back pain.i called Ashley re.damaged mattress & i'd prefer to switch to a queen as i orignally wanted to.-told technician must come & ck first.waited almost 4 wks for a tech.-claimed he clearly saw the hump, it was evident mattress frame was comprimised on delivery & would indicate so in the report that would be ready in a wk(which was a holiday, no report was done)

Spoke to diane, customer serv over 7-10 days-told it was being processed & an exchange would occur, store in farmingdale knew.went to the store, told they were waiting for an email from customer serv. i call the rest of the wk, told being worked on. 7/19 3 calls to contact them, on hold 10 minutes or more each time. finally get through on 7/20 & am told that nothing is wrong w.mattress & there will be no exchange.only thing they could do was send another tech.

i dont know how the store, customer serv, & the tech were all agreed the mattrees IS damaged & that an exchnge the clear resolution & it changed in 1 day. I don't want to suffer w. mattress anymore, its not right i have to lose a day at work, wait another month for a tech from the same comp. to lie & say they see the problem but report otherwise. left a msg w. k&b quality (the tech company)-no return call. spoke w. diane -told that this is all that rob from the ashley in farmingdale is willing to do.

I just want a full exchange from the king mattress for a queen mattress of the same price. they were paid i should get a quality undamaged product.

and i was going to get my living room furniture here. not any more.

I disagree with the negative comments for Ashley Furniture in Plattsburgh. We went to the store to find a living room set. The store is very well laid out and the furniture is very nice and reasonably priced. The salesmen were very helpful. We ordered and paid for a 5 piece set. It was delivered on time and the delivery people were very courteous and did a great job of getting the furniture in the house and removing the packing.
One table was broken. The delivery people ordered a new table. I called Ashley a few days later and they said the table was in. We went to the warehouse and the table was there in perfect condition. The warehouse people helped me put the table in the car.

On May 22, 2010 I ordered a living room set with a promise of delivery of June 26, 2010. As the date got closer, I received a call stating they had a delay in manufacturing and I was given a choice of delivery of July 3rd, 8th, 9th or 10th. I opted for a delivery date of the 9th. On July 3rd received a call stating they had another delay in delivery again due to manufacturing and the choices of delivery was now July 30th, August 3rd, 4th or 5th. To say the least I was irate. I was irate not only because of the delay, but their practice of charging customers and constantly delaying delivery while your credit card is charged the amount and interest is accruing. I requested the Consumer Affairs License number from the store manager, Rob & Greg, names given and they stated that it was not available. I called my credit card and was given credit for the sale, but unfortunately they cannot give credit for interest accrued. I can live with paying the interest amount, its a lesson learn, but I cannot understand how practices of this nature can be accepted towards consumers. I researched Ashleys after this fiasco and found many had experienced the same outcome and other problems with this store. During these economic times no one can afford to have $2000.00 plus held, while they gain on people money.

Feb. 15 I purchased some items at Ashley Furniture in Lake Havasu City, AZ. I paid $1250 cash and have my receipt. The store closed 3 weeks ago and now am out of luck in receiving my items. The phone # on the locked door is useless. I'm told to keep checking back in a couple weeks. The store is still full of furniture but I just get the run around on the phone. I don't know where to turn now. Their other store in Kingman closed too. I just need to talk to someone that can help me. So, buyers beware! Do not buy from Ashley Furniture!

I have purchased a Sonoma - Galaxy model reclining leather (so called) sofa and couch along with an extended 5 year warranty (rip off). Turned out that this is not a real leather and a top layer started peeling off making it look ugly and a cheap quality product.

I have read a lot of people having this complaint. While one of the ashley worker acknowledged this as a known problem, the warranty people deny this as a known issue on this model and they sent my request to warehouse (god knows where it is) for them to make a decision on how to address this. I have place this request 4 months ago and am still waiting for a response from them.

Not sure what the response is going to be. But, I know for sure I am not going back to Ashley store again.

I purchase a house full of furniture from Ashley Furniture in Gastonia NC ...I am ok with most of it but my kitchen table has been losing the top layer of finish...I thought this table was solid wood with a natural grain in the finish but it is plywood with a paper thin vaneer on top which after only 2 years has been chipping away and of coarse the warantee is over.I always used either a table cloth or place mats when we used the table...I paid over $700.00 for this set and now it is garbage and they told me they can't do anything about it! So beware of the crap you buy from them!

I put $1000 deposit on some furniture at Ashley Furniture the balance was $2600 with the understanding that if the entire balance was not paid in full there would be a 30% cancellation fee. Times got hard we were unable to pay the balance. I called the store and explained that we were going to cancel I was told that I would only get $700 back because the store keeps 30% My husband went to Ashley Furniture store to cancel and get our $700.00 he was told when he got there that he was only going to get $235 because it was 30% of the total selling price. They then showed us some very small writing that said that. My husband was then told that we could pick out something in the store that cost $1000 and we would not lose our 30%. We picked out some furniture the total came to $1010. They then told us no we would have to pick out some furniture for the total sale which was $2600. That did not make any sense at all. We became upset and told them they were being very dishonest and they keep telling us several different stories and the they were trying to keep all of our money they called the police and made us leave the store

It is your best interest to take your hard earned money to other furniture stores in Greenville, NC. The waiting period for delivery is ridiculously long. Do NOT sign an agreement of NON cancellation, exchange or refund unless you don't mind waiting for more than four weeks. We purchased a sofa and ottoman on 2 April 2010 and these products have yet to be delivered the first or second week of June 2010 according to the store representative. We called our bank to make the billing adjusted because of non delivery of products and they are helping us make a refund of the purchase. What's worse, Ashley Furniture sales representative and store manager are less than accommodating. Put simply, not helpful. We have reported them to BBB, NC and hopefully, this matter will be resolved. We REGRET doing business with ASHLEY Furniture of Greenville, NC

Ashley company policy states if a refund is due to the customer it will be returned the way the customer paid. I paid 1/2 cash, 1/2 atm. They credit my atm, but wanted to give me a check in 14 days for the cash I gave them. They said I was not understanding their policy but it was obvious they were the ones who didnt understand when their own policy when they wanted to give me a check for the cash I gave them. They were rude, I was hung up on by their corporate office and they did not ccared that they lost acustomer.

I was shopping for a sofa when the salesperson told me not to go to Raymour and Flanigan because they sell garbage and they also buy Ashley furniture as well. And then they said that they don't service their own products. All lies. I bought from Raymour in the past and had a good experience. I just wanted to shop around.

When I left and drove across the street, the manager kosmo? followed me over to Raymour parking lot and tried to still sell me.

Very uncomfortable. And rude.

I have only worked for Ashley for about 6 weeks. I agree with all the complaints posted. I, even with an "employee discount" will never buy from them. I work in "customer service" and know first hand what it is . I deal with back order issues / deliveries issues / damages / customer service complaints / fees / all day long ...I can honestly say .." I do not believe anything I hear or anything I say is true" I am embarrassed of it and only stay to support my family. ...I honestly feel sorry for anyone who makes a purchase . I am sure I will talk to you at some point . My apologies in advance.