Ashley HomeStore
Reviews and Complaints

My boyfriend and I ordered furniture from Ashley on Jan 1st, our order was over $8, 000. Ashley furniture was supposed to deliver all of our furniture on 3/27/10. The day before delivery we get a call saying that all of our furniture will come except for the bed. I was on the phone with them for about 2 hrs and they told me the bed will be delivered on April 3rd. On 3/27 the living room furniture, dinning room furniture, and bedroom furniture except the bed was delivered. All of the furniture was damaged except for the living room furniture. We let the company know and they sent over a technician who did nothing but take pics. The day before April 3rd we didn't hear from Ashley so we called and they said that our delivery was never scheduled. They rescheduled for another day and said the bed will not come it is on back order until June. After complaining they agreed to deliver the bed, our chest (which was damaged on 3/27 and sent back), and the dining room buffet (which was also damaged on 3/27 and sent back). The bed was delivered on 4/8, after they said it will not be delivered until June, but the chest and buffet were not delivered because they came off the truck damaged. We have called the company numerous times, but we are unable to speak to a manager and everyone we speak to can't do anything or help us.

I would highly recommend that you do not purchase furniture from Ashley furniture. I am definitely going to file a complaint with BBB. I will never shop at Ashley furniture again. They have horrible customer service, furniture, and inventory system.

I purchased a pub table and 6 chairs from Ashely Furniture in Cherry Hill. The sales person was very nice but everything after the sale has been terrible. The customer service technicians are rude and when i called today to ask for a repair to chips in my table I was told that i should have covered it and that since I didn't get the 5 year plan, there is nothing that can be done for me. I informed her that they have come out before for the same repair and she said "We've never been to your house!" Sorry lady but what happened to the customer being right and I think I know if someone has been to my home or not. She looked a little harder and saw that they had been to my house and dd not even apologize for the rudeness in her tone and basically calling me a liar.

I would not have expected damage to the table in under a year but this is already my second time calling for repairs. We had our last table for 10 years and we were just ready for something larger.

I will never shop with Ashley furniture again!

I bought their 7 piece living room for $1, 000 (actually 1, 250 total). It is total junk. The sofa and loveseat were supposed to be green, they are gray - a terrible shade of gray. And the "sofa" is much smaller than the one in the showroom, by as much as 10 inches. I measured both. The fabric is awful too, that is not microsuede. I did not return the funiture because if took 3 months to get it and their customer service is not there and does not call back.

You get what you pay for at Ashley -- JUNK!

I purchased 2 leather recliners 2 months ago (June). I received them in 3 weeks. I rejected one of them because it was delivered to me with a tear in the leather. After follow up call after call it took an additional 4 weeks to receive a new one. There was a woman in the distribution warehouse. She had no customer service skills, were extremely rude and had even hung up on me during my last f/u call. I will never purchase another Ashley product again (the only reason I did is b/c our Marine Corps Exchange Stores all sell Ashley). The salespeople in the retail store in Fredericksburg, VA were very pushy and even "bad-mouthed" the lazy boy store and told me to never purchase from them. The back cushions of the first recliner I have received have even flattened out already within 1 month (and I am not a heavy person). I purchased the top of the line leather recliners and the whole experience has been horrible. I was also never told until after my purchase "All Sales are Final" which was another blow when I had initially tried to change my mind within 24 hours of my purchase. I will take my complaints the Marine Corps Exchange Store as well.

I shopped at ashley furniture when we bought a new house i bought 3 queen size bedroom sets living room and den, kitchen set and tables. We were told it would be in in 2 weeks.Well then they said another week okay that did not happen but we were not in a hurry. they delivered finally. they apoligized and said that never happens ok.So stuppid me tells my brother in law oh go to ashley so he does we spent 4 hour picking out furniture literly yous suck.

I think that Ashley Furniture's "As Is" policy is unfair to consumers. If you purchase anything off their showroom floor (i.e. lamp, rug, decoration), you may not return it under any circumstances. I attempted to return a rug and two lamps that still had the Ashley Furniture price tags on them and they would not accept them as a return. I spent over $700 for these items. My plans changed and I do not need them anymore. They have never been used. I wanted them to deliver the items instead of buying them off the floor, but that was not an option. I can't understand why they will accept something that has been delivered to the consumer as a return; but not something that the consumer purchases off of the showroom floor.

I sent an email to [protected]@ashleyfurniture.com and received a trite response from Shannon Burris as follows:

"Thank you for your correspondence. We regret that you disagree with the nature of our AS IS policy. Unfortunately, accessories or other as-is items cannot be warrantied, serviced or returned. We are sorry to have lost your business."

It does not look like Ashley Furniture cares about their customer, nor do they care if their customer ever returns!

Buyer Beware!

Ordered from Ashley Furniture and was told that furniture would be delivered on a certain date (within about a week of the order). Got a rather rude call the afternoon before the delivery date explaining that the largest piece was damaged or split, and it would be another week or so before delivery. Waited another week and finally received the furniture and *every single piece* was wobbly or in some cases had legs that were not at a right angle to the base.

Delivery men were nice enough but explained that we'd have to send the entire set back to get a new table (it was that bad), or have someone out to repair the legs. Requested this, and have not heard from them again in over a week.

Will never shop there again, lesson learned.

Ashley Home Store SUCKS.
I paid $1, 700 for a sectional couch. Two pieces were delivered, but the third would not fit into my apartment's elevator. I was told the third piece could be "cut in half" so it would fit into the elevator. Fine. Oh and I'd have to pay an extra $200 for this service because I'm supposed to know if the ###ing couch will fit. First of all, the furniture store should be aware enough to ask questions like that, not just to get a sale. Plus, when I bought it I was in the process of moving and would have no way of knowing the dimensions of the elevator.
So, today my disassembled couch was redelivered and guess what, it wouldn't fit AGAIN. Why? Because, duh, the elevator isn't tall enough to fit it. The idiot who took it apart did not spit it in half. All he or she did was take the back off. No ### it won't fit.
So, once again, I am couchless and was told to expect a phone call.
Never buy anything from Ashley Furniture unless you can pick it up yourself. They're delivery is awful. And you will probably be without the furniture you bought for at least a month.
I say, go to IKEA.

I received delivery of a sofa. When the delivery guys left, I noticed two long grooves in my hardwood -- which was just installed two weeks ago. I immediately called customer service and she was reluctant to help stating that I signed the form that all was well, adn the delivery guys said they didn't slide the sofa on the floor. What else would they say?! I let her know that their brochure states that any damage to good or my home can be reported within 3 days. After speaking with "upper management" he was on the side of the drivers. So I guess that my floors got grooves themselves.

Secondly, the furniture is sprayed when manufactured, yet, they want to charge $100 for scotch guard protection. That is just a money grab.

I had other purchases pending but will not be going through with them. DO NOT PURCHASE FROM ASHLEY FURNITURE -- POOR CUSTOMER SERVICE!

We purchased ashley furniture about a year and half ago and thefurniture is so bad that we need to purchase new. we can to ashley thinking they would be a better store than slumberland but we where wrong and we will never purchs anything from you again. i dont feel i should have to pay the full amount to have every recliner fixed and the sofa does not hold up at all the leather is already wearing out. the guy from customer service was not help and the sales people where even worse if you can believe that very unhappy.

I bought a sofa and 2 chairs in 2005. Sofa cost $1000, chairs cost $700 each. This LR set was only used when we had company in the winter months (holidays etc). When we are home, we only use the kitchen area to hang out, and in the summer we hang out outside on our deck. This past holiday season I noticed the sofa was sagging in the middle when someone sat on it. I took it upon myself to take off the dust cover, and found the frame was snapped. Not only was the frame snapped, but it was clear someone had tried to fix it. I can tell it was a repair because the screws didn't match. I called Ashley, and they refered me to the store. I realized I had purchased an extended warranty and pursued that only to be told it was expired, and refered back to the store. I intend to go to the store just for kicks, but I already know what the outcome will be. Bottom line, I was sold a broken sofa which was repaired. Any business that will sell you a broken / repaired item without disclosing what happened is not worthy of your business. Buyer beware.

I purchased a nice black leather couch set (3-2-1) last August. After it was delivered we found that the leather quality was not great (to put it nicely). After about 5-6 weeks we couldn't hold it in any longer and we contacted Ashley. They sent out a technician who pretty much found the same issues that we found. Scratched leather, poor leather quality, non fills in the back areas... After talking to them again they said they have to send a supervisor out to look at it again. Also this person wrote down all the issues that he found.

After waiting for a week, I called Ashley again just to find out that they think that it is ok to sell bad quality. They told me that they will not do anything about it. I have written the BBB as well as the Consumer Trade Agency and I have contacted my attorney. I have talked to every supervisor or Manager in Customer Service. Unfortunately, I have no other choice than to sue them. I have a witness listening in when their technician was at my house saying that the set is not what it should be.

Very disappointing that Ashley thinks they can sell bad quality and then act like this in an economy like that.

BEWARE, their warranty is not worth the paper it is printed on!

We ordered an entire set of livingroom fruniture. One end table and the sofa table came defective according to ashleys technicians. I was promised that on the second attempt a manger would inspect the furniture. After the second attempt came with deep scratches in it I went to the store and they verified that no mager inspected the delivery. Attempt number three came and my wife noticed a bad scratch in the table. She also saw the delivery guys assembling the table outside our home, . OBVIOUSLY it had not been inspected by ashley manager as promised for a second time. Ashleys is aweful. No response from the manager (Michelle) from Ashleys in Linden. NJ who i called directly.

My wife and I were driving north on 19/41 hwy. Thursday around 1:00pm in Lovejoy, Georgia when one of your trucks came along side us...we were approaching a RED light so I slowed for it before we got to it.
Your driver sped up, and before getting to the light, cut in front of me..(I was in the left lane..he in the right). IF I had not been watching and hit the brakes...you would be buying me a Toyota Camry ! The back of the truck was even with the right front wheel of my car when he started over ( I layed down on my horn, but your man NEVER gave an inch)
After this, I stayed behind the truck for several minutes, thinking he would move back to the right lane as trucks are supposed to, but he stayed in the left lane. When I moved to the right lane so I could see something besides Ashley home Stores in my field of view, your driver speeded up so I could not access the left lane, running 65 + mph in a 55 mph zone.
To say the least...I was NOT pleased with his attitude...maybe you are pushing your drivers too hard !
I don't want him to loose his job, however, someone should speak to him ! DEKALB tag# JN85L5

I WAS a loyal customer of Ashley Furniture so many years. In fact my entire home is fashioned by Ashley. Although I love their furniture I am less than thrilled with their employees, customer service specialist and delivery department.

Five years ago I bought a leather room package to include the leather warranty. The salesman told us the warranty included pet damage. I have 2 very large dogs (1 is over 150 lbs.) and at the time of purchase they were puppies. The salesman told us ANY damage to the furniture caused by the dogs would be covered. We specifically asked him "how about scratches and chewed through leather? " he told us "yes". So we confidently purchased the package with warranty. The total cost was over $2500.

Yes, you guessed it! As our puppies grew bigger and stronger, they damaged the couches. We called customer service to report the damage. They asked us about the type of damage and the cause. Customer service promptly told us that "type" of damage was not covered. They explained to us that all that was included in that warranty as far as pet damage is stains or marks other than fluids. So basically pet damage in the sense of the Ashley Furniture definition is NOT covered. I told the customer service agent what their salesman explained to us about the warranty. She basically told us he lied. No sincerity, no apology, no consessions.

So I went into the original Ashley store to get some answers. I found out the salesman was longer working for the company but they could sell me the cushions to the couches for $50 each.

But I found out my package was discontined.

What I ended up doing was purchasing 3 cushions from a matching package. The cushions were measured by an Ashley Floorperson.

When my cushions arrived paid in full with racked on delivery fee, we discovered the cushions were 3Xs as big as the other cushions and were of no use. We tried to return the product with the explaination that this was AshleyFurniture's mistake; the measurements were wrong.

We were told, after the fact, that these items were final sale, no returns, no exchange, no refund.

Very fustrated I returned, again to the orginal Ashley Homestore ( which is about a half hour drive from my home) to purchase a brand new package. The saleswoman was sensitive to my situation and found me the perfect pieces to compliment my existing decor. The manager even gave me 15% off my total order and free delivery. I was given a Dec. 1, 2009 delivery date. Everything was great.

The next week customer service left a message on my cell phone which stated that Dec 1 was not available for delivery. They told me I would be receiving my items Dec 2 2009.

Today is Dec 2 2009. I didn't receive a call Dec 1 to confirm my delivery time. I called customer service at 9 am, right at their call center opening to discuss my delivery. To my suprise I had no delivery date, not for today or any other day. I explained from start to finish my past experience with Ashley to the agent. She apologized but could only offer me a Dec 9, 2009 delivery date. I told her that was unacceptable and I would like delivery tomorrow Dec 3, 2009. She told me that was not possible and the only date they had was Dec 9. I accepted that date, because that was all I could do. Hopefully my furniture, paid in full with cash will arrive, on the 3rd promised date.

The date I bought the furniture was Nov 18, 2009. Due to my experience, the lies told to me just to sell a warranty, poor customer service and relations and lack of communication within the Ashley Furniture community, I will no longer step foot in an Ashley store buy anything from them. They seem to not care about repeat and long time customers. They basically treat people like they are doing us a favor by allowing us to purchase items from them. I will tell all my friends and anyone that will listen my experience with Ashley Furnitureand encourage them to shop elsewhere.

I don't understand, in this market how can anyone afford to give such bad service? It is these poor business pratices that will ultimately lead this company to lose customers. I am one of them.

I received my night stand and didnt notice the corners on the marble finish till after the delivery and they are off color to the marble top and look glued on..I am very unhappy with it...you can actually see a line across where the dark glue or cauk finish is

My husband and I were in the other day after seeing the commercial for their big sale. We saw what they called floor samples so we sat on one of the sofas and felt between the cushions and I pulled out what was left of a sandwich so I looked further and found all kinds of crumbs, etc, between the cushions! Yuck! We were so disgusted that we immediately left. What they were selling was used furniture that was in peoples homes and passing it off as floor samples! They probably just forgot to clean up that one.

We bought over $2500 worth of furniture in October 2008 from Ashley Furniture and there were two perks for buying. One was a $100 prepaid visa card and the other was $500 worth of gas. I had to file a claim with the better business bureau to get the visa card. We have yet to receive one cent in gas vouchers. We have to send in $100 worth of receipts each month with the voucher and only get e-mails from this claimyourgas.com but no actual gas cards. I have called Ashley Furniture complaining about this and they just tell me it is not their concern. I believe that if a business is going to offer perks for buying their merchandise they should follow up on their promises.